System for managing workflow

ABSTRACT

A workflow management system and method is described. The illustrated embodiment is a contact management system, more particularly adapted for employment in a debt collection context. Methods and systems are described for allowing a debt collector to associate debtors with different categories, either manually or automatically in response to predetermined condition. Thus, the system can efficiently manage the status of debtors by associating each debtor with a particular category. As part of this system, the debtor accounts are moved from one category to another, and from one individual to another, as the collection process is undertaken. The system maintains each debtor account within a predetermined category, and then displays each of the categories to a collector on a graphical display. The graphical display uses rectangular bars for representing each category, and indicates within the rectangular bars how many contacts belong to the category. When the graphical display is generated on the collector&#39;s computer monitor, the collector can press a function key corresponding to a category in order to be presented with a list of debtor accounts within the category.

RELATED APPLICATION

[0001] This application is a continuation application of, and claimspriority to, U.S. patent application Ser. No. 09/454,923, filed Dec. 3,1999 and titled “WORKFLOW MANAGEMENT SYSTEM,” which is incorporated byreference herein in its entirety.

FIELD OF THE INVENTION

[0002] This invention relates to systems and methods for developing andimplementing a workflow management system. More specifically, thisinvention relates to a contact management system for tracking debtorinformation in a debt collection system.

BACKGROUND AND SUMMARY OF THE INVENTION

[0003] Businesses and individuals use conventional workflow managementand contact management systems to manage workgroups and to trackcontacts and results with a particular group of individuals. Forexample, salespeople use contact management systems for tracking thenames, addresses, contacts, progress and results with their customers.Individuals use contact management systems for tracking and maintaininginformation on their friends and acquaintances. Organizations useworkflow management systems to manage and distribute the work performedby each individual in the organization.

[0004] Contact Management

[0005] One contact management system currently available under the tradename ACT! (Symantec Corp., California) provides a conventional contactmanagement system which tracks contacts in a database structure. In use,a sales person keeps a database of potential customers within the ACT!contact database and, using the software, set alarms and flags formanaging phone calls, letters and other communications with thepotential customer.

[0006] Within ACT!, the sales person is presented with a screendisplaying the name, address and other pertinent information about thecustomer to be contacted. The ACT! database can be sorted so that, oncea salesperson has made contact with a customer, the next screen that isdisplayed includes the name and contact information for the nextcustomer to be called. For example, the sales person could sort thecontact database for all customers who had not been called within thelast three months. A first screen is then displayed to the sales personof the first customer that had not been called within the last threemonths. Once the sales person has called this first customer, a nextscreen is displayed having the name and contact information for the nextcustomer that had not been called in the previous three months. Thisprocess repeats until the sales person calls all of the customers thathad not been contacted within the last three months. Virtually allconventional contact management systems function in a similar manner.

[0007] Unfortunately, conventional contact management systems sufferfrom several disadvantages. One disadvantage relates to the difficultyusers have in categorizing their contacts. While conventional contactmanagement systems provide several fields that can be used to sort thecontacts into a particular order, it can be very difficult for a user tounderstand the overall structure of lists generated in this manner. Thisis due to the format of conventional contact management systems, whereinonly lists of contacts are provided to the users. Thus, a need existsfor a simple system for conveying to a user of a contact managementsystem the types and number of contacts within particular categories oftheir system.

[0008] Included within the category of contact management systems aredebt collection systems. Companies and debt collection businesses usethese systems to contact debtors that owe money. Originally, collectorswere charged with collecting from purchased, placed or randomly assigneddebtor accounts. The collectors could organize hard copy files in aprescribed or selected manner, and would be relied upon for collectingfrom debtors in an appropriate sequence. Unfortunately, such manualsystems failed to ensure that deadlines, such as those dictated by 34CFR. 682.410(b), were met. Moreover, manual systems required heavyinvestments in time to organize and prioritize physical files, inaddition to depending upon the judgment of individual collectors.

[0009] The advent of the computer enabled automation of fileorganization and prioritizing. Furthermore, automation presented theopportunity to eliminate the risk of improper prioritization. Byincorporating a variety of account information in databases, accounts inprior systems could be sequenced according to selected criteria, andcollection access to accounts restricted to that sequence, thus ensuringthat the accounts are handled in the desired sequence.

[0010] For example, the COLLECTOR SYSTEM (Columbia Ultimate, Vancouver,Wash.) is a Microsoft Windows compatible software program that includesa series of windows for displaying information on debtors. The COLLECTORSYSTEM includes a work-in-process list (WIP list), which displays thedebtors' accounts in the order they are to be contacted by thecollector. A collection manager who oversees a pool of debt collectorsnormally sets the order that the debtors are to be contacted. Normally,a manager of this type of system chooses the list of debtors to becontacted by a particular collector. This chosen list of debtors isthereafter transmitted to the collector and the collector contacts thedebtors in sequential order. Thus, the collector has very little controlover which accounts are contacted at any particular time.

[0011] Unfortunately, this type of forced contact with debtors does notprovide the flexibility that would be advantageous to a debt collector.The collections manager or automated collection system conventionallyforces the order in which debtors are contacted upon the collector sothat the manager can retain control over which accounts are beingcontacted.

[0012] In addition, there is no system in the prior art that easilyconveys the overall status of all debtor accounts assigned to eachcollector. The collector may have no idea how many accounts are pastdue, under administrative wage garnishment, or require a follow up phonecall. While many systems allow generation of reports listing specificinformation, no overall picture of the debtors' accounts and the actionsrequired on those accounts were provided.

[0013] Workjow Management

[0014] Similarly, in workflow management contexts, it is challenging foran organization to manage the flow of work between many differentindividuals. Moreover, the status of each project, product design andactual product manufacturing is often difficult to assess at a glance.Rather complex data compilation or report generation is typicallyrequired before such status is clear. For example, a semiconductorfabrication facility might have many people responsible for variousstages of the manufacturing process.

[0015] Thus, a need exists for a more flexible workflow managementsystem to allow the organization to move and schedule complicatedprojects between each individual that is part of a large project. Insatisfaction of this need, the present invention provides a workflowmanagement system that efficiently transfers work from one individual toanother. In addition, managers are able to graphically determine who isresponsible for a project at any stage of development. Desirably, thesystem is configured to not only transfer work throughout individuals inan organization, but the system can also display status informationderived from a database, and manipulate or update the database as workis performed.

[0016] In an exemplary contact management context, one contact might bemanaged by several individuals. One individual might be responsible forcalling the contact on the telephone after a particular due date haspassed, whereas a different individual might be responsible for sendinga letter to the contact after a due date has passed. Aspects of thesystem include provisions for moving client records between differentindividuals in the organization in order to manage the work performed bythese individuals. Thus, the system has the ability to identifyparticular actions (such as sending a letter) that need to be performed,and thereafter assigning that task to the appropriate individual in theorganization.

[0017] Accordingly, in one aspect of the invention, a workflowmanagement system is provided, wherein the workflow management systemincludes at least one table comprising fields for storing names ofcontacts and a category identifier that identifies one or morecategories associated with the names of contacts; a display generatorthat outputs a graphical display comprising a plurality of categoryindicia, wherein each category identifier corresponds to a categoryindicia; and instructions for displaying a list of the names of thecontacts in each category, wherein the instructions are enabled when thedisplay generator is outputting a graphical display to a computermonitor.

[0018] In accordance with another aspect of the invention, acomputerized debt collection system is provided. The debt collectionsystem includes at least one table that includes fields for storingnames of debtors, a category identifier that identifies one or morecategories associated with the names of debtors and a collectabilityranking for each debtor; and a display generator that outputs agraphical display comprising a plurality of category indicia, whereineach category identifier corresponds to a category indicia.

[0019] Yet another embodiment of the invention is a computerized debtcollection system, that includes at least one table that includes afield for storing a name of a debtor and a field for storing a categoryidentifier that identifies one or more categories associated with thename of the debtor; a display generator that outputs a graphical displaycomprising a plurality of category indicia, wherein each categoryidentifier corresponds to a category indicia; and instructions forchanging the category identifier associated with the name of the debtorin response to an event.

[0020] Still one additional embodiment of the invention is acomputerized debt collection system that includes at least one tablethat includes a field for storing a name of a debtor and a field forstoring a category identifier that identifies one or more categoriesassociated with the name of the debtor; and a menu system that includesmenu choices that, when selected, associates the name of a debtor with acategory.

BRIEF DESCRIPTION OF THE DRAWINGS

[0021]FIG. 1 is a block diagram of a debt collection system inaccordance with a preferred embodiment, having a main server and acollector's computer.

[0022]FIG. 2 is a block diagram illustrating one embodiment of a MasterDatabase within the main server of FIG. 1.

[0023]FIG. 3 is a block diagram illustrating one embodiment of aScheduler Database within the main server of FIG. 1.

[0024]FIG. 4 is a block diagram providing one embodiment of the softwaremodules within a preferred debt collection system.

[0025]FIG. 5 is a screen capture illustrating a series of bins accordingto one preferred embodiment of the invention.

[0026]FIG. 6 is a flow diagram illustrating a process for updating thebin display illustrated in FIG. 5.

[0027]FIG. 7 is a flow diagram illustrating the GENERATE BIN DISPLAYdata process of FIG. 6.

[0028]FIG. 8 is a screen capture that illustrates a list of debtoraccounts associated with the Hot Accounts Bin.

[0029]FIG. 9 is a screen capture that illustrates a divided (split) mainscreen for accessing a debtor's account information. The upper portioncan remain static while the lower portion changes to display usefulinformation to a collector.

[0030]FIG. 10 is a screen capture that illustrates a split main screenhaving a set of menus for recording contact with a co-debtor displayedalong the lower section of the main screen.

[0031]FIG. 11 is a screen capture that illustrates a split main screenhaving a set of menus for recording a message left at a home telephonenumber displayed along the lower section of the main screen.

[0032]FIG. 12 is a screen capture that illustrates a split main screenhaving a set of menus for recording referral of a debtor to anadministrative wage garnishment process displayed along the lowersection of the main screen.

[0033]FIG. 13 is a screen capture that illustrates a split main screenhaving a set of menus for sending a letter giving a debtor's financialstatement displayed along the lower section of the main screen.

[0034]FIG. 14 is a screen capture that illustrates a split main screenhaving a set of menus for recording instructions not to call a specificphone number displayed along the lower section of the main screen.

[0035]FIG. 15 is a screen capture that illustrates a split main screenhaving a set of menus for entering a telephone number displayed alongthe lower section of the main screen.

[0036]FIG. 16 is a screen capture that illustrates a split main screenhaving a set of menus for entering an address displayed along the lowersection of the main screen.

[0037]FIG. 17 is a screen capture that illustrates a split main screenhaving a menu for generating a set of reports displayed along the lowersection of the main screen.

[0038]FIG. 18 is a screen capture that illustrates a split main screenhaving a set of menus for transferring the debtor's account to the hotbin on a specific date displayed along the lower section of the mainscreen.

[0039]FIG. 19 is a screen capture that illustrates a split main screenhaving a lower section that shows a transaction history table for thedebtor.

[0040]FIG. 20 is a screen capture that illustrates a split main screenhaving lower section that shows specific information on the debts owedby the debtor.

[0041]FIG. 21 is a screen capture that illustrates a split main screenhaving lower section that shows default payment options available tooffer the debtor.

[0042]FIG. 22 is a flow diagram illustrating a process for detectingevents within the preferred debt collection system and performingactions in response to those events.

[0043]FIG. 23 is a flow diagram illustrating the run rules process ofFIG. 22.

[0044]FIG. 24 is a flow diagram illustrating the carry out suspend-typeconditionals process of FIG. 23.

[0045]FIG. 25 is a flow diagram illustrating the carry out remove-typeconditionals process of FIG. 23.

[0046]FIG. 26 is a flow diagram illustrating the carry out nextitem-type conditionals process of FIG. 23.

[0047]FIG. 27 is a flow diagram illustrating the carry out resume-typeconditionals process of FIG. 23.

[0048]FIG. 28 is a flow diagram illustrating a Fileback process forclearing accounts from the Desk Bins to Central Files and returningdebtor accounts to the Desk Bins.

[0049]FIG. 29 is a flow diagram illustrating a scatter back process forclearing accounts from the Desk Bins to Central Files and returningaccounts to the Desk Bins.

[0050]FIG. 30 is a block diagram illustrating one embodiment of a bindisplay that includes scrolling bins.

DETAILED DESCRIPTION

[0051] The following detailed description is directed to certainspecific embodiments of the invention. However, the invention can beembodied in a multitude of different ways as defined and covered by theclaims. In this description, references are made to the drawings whereinlike parts are designated with like numerals throughout. The followingapplication includes the principal sections listed below:

[0052] I. INTRODUCTION

[0053] II. DEFINITIONS

[0054] III. SYSTEM STRUCTURE

[0055] A. Overview

[0056] B. Databases

[0057] C. Software Modules

[0058] D. Display

[0059] E. Menus

[0060] IV. METHOD OF OPERATION

[0061] A. Event Generation

[0062] B. Fileback Process

[0063] C. Scatter Back Process

[0064] D. Workflow Management

[0065] E. Contractual Obligations

[0066] F. Scrolling Bins

I. Introduction

[0067] As described below, the present invention relates to a workflowmanagement system for managing the flow of tasks in an office. In oneembodiment, the workflow management system is a contact managementsystem that has increased flexibility for managing communicationsbetween an operator and a contact, while still providing the securityand efficiency of automation. In the illustrated embodiment, theoperator is a debt collector and the contact is a debtor.

[0068] It should be noted that, although the preferred embodiment of theinvention, as described below, relates to a debt collection system, theskilled artisan will find application for the features described hereinin a variety of workflow contexts. Embodiments of the invention includean improved workflow management system for tracking and managing theflow of tasks between many different individuals or production stages inan organization. For example, the skilled artisan will find applicationfor the system in a sales organization, for allowing a salesperson toefficiently manage orders and customers; in an assembly line or othermultiple-stage fabrication facility, for managing the status ofworkpieces at various stages of manufacturing; for tracking the progressof various projects; etc. As will be described below, certain featuresand aspects of the invention are broadly applicable to a vast range ofcomputerized organizational tools such as Project Management Systems orDecision Support Systems, to name only a few of the existingpossibilities.

[0069] One embodiment of the invention is a workflow management systemthat can be used to track and coordinate the progress of orders in asales office. For example, embodiments of the invention are useful in agrocery store to notify a receiving clerk about new products, to notifya stock person that new goods are available, and to notify managementthat items have been received and stocked on shelves. In this example,the store management would define several categories of items. Somecategories might be, for example, “received”, “stocked on shelves” and“ready for sale”.

[0070] The system in accordance with such an embodiment displaysgraphical categories (“bins”) in the shape of a bar graph thatgraphically represents the numbers of fruits, meats and dairy productswithin the store. Each bin is linked to a particular function key on thekeyboard so that activation of the function key displays a relatedseries of sub- bins. Pressing the function key that corresponds to thefruit bin would display a series of bins corresponding to, for example,the number of apples, peaches and pears in stock in the store. Bypressing the function key corresponding to the number of apples in thestore, the system would display all of the information concerning thedelivery times and dates of the apples.

[0071] The illustrated embodiment of the invention includes a graphicalrepresentation of categories of items that are being tracked within thesystem. For example, in a debt collection system, each of the itemsbeing tracked is a debtor or a debtor account. The person responsiblefor contacting the debtor is a collector. In addition, each collectornormally reports to a manager that oversees and provides guidance to apool of collectors. The debt collection system provides a plurality ofcategories that can be associated with each debtor. For example, adebtor account that is new to the system can be assigned to a “NewContact” category, while a debtor account that needs to be contactedwithin the next two days can be assigned to a “Two Day Follow-up”category (see, e.g., FIG. 5). Of course, this category could be easilymodified to include follow-ups after 3, 4, 5 or any other number ofdays. Each debtor account is associated with a particular categorythrough the use of a category identifier string that is stored in atable within the debt collection system. Thus, each debtor account isassociated with a category that reflects his current status within thedebt collection system.

[0072] Once each debtor account is associated with a category, thecategories are graphically represented to the collector in a “bin”display. A display generator that creates colored bars or other visuallyidentifiable symbols on a display screen outputs the bin display.However, it should be realized that the invention is not limited to theparticular rectangular shape of the bin display. A bin display caninclude graphical representations of line graphs, pie charts or anyother indicia of a category. The bin display is designed to mimic thelook and feel of a conventional desktop organizer that has a series ofcategorically identified bins, cubicles, holes, slots or baskets. In oneembodiment, each bin graphically represents the number of debtoraccounts that are associated with the category for the selected bin.According to one aspect of the invention, each “bin” resembles a barwithin a bar graph. According to another aspect, the number of debtoraccounts associated with each bin is represented next to or within thebin symbol.

[0073] Moreover, the bin display should not be envisioned as aone-dimensional graphical representation of categories, but rather as amulti-dimensional representation of categories. Each bin has a “depth”in that pressing a function key associated with one bin can lead to aseries of “sub-bins” that graphically represent data (not shown) withinthe main bin. For example, a main bin might list Today's Work, while thesub-bins display graphs relating to the type of work to be done today.In the illustrated embodiment, Today's Work Bin is divided into sub-binsfor accounts sent to this bin due to due diligence, media to review,defaulted from billing, never contacted and contacted (the latter twocategories being returned from Central Files). Each sub-bin can includeits own set of sub-bins so that a hierarchy of bins can be accessedwithin the system.

[0074] The bin display can also have “width” in that a user can pressthe right and left arrow keys (or other input commands) to scroll tobins that are not shown on the screen. For example, pressing the rightarrow key will shift the bin display to the left by one bin, and displaya new bin on the right side of the screen. Moreover, the bin display canbe envisioned as a scrolling belt of individual bins, wherein pressingthe right arrow key will move bins so that they travel off the left edgeof the screen and eventually return to the right edge of the display ina circular manner. This process will be described more completely belowwith respect to FIG. 30.

[0075] In accordance with another aspect of the invention, each of thedebtor accounts is first ranked according to how collectable their debtis likely to be for the debt collection personnel. For example, a debtorwith a good job might have an account that is ranked as “Very Good” inrelation to collectability, whereas a debtor that has not worked for twoyears may have an account that is ranked as “Very Poor” in relation tocollectability. A debtor with average collectability will have anaccount that is ranked “Average”. Of course, this aspect of theinvention is not narrowly limited to these specific rankings. Otherrankings, such as “Worst”, “Normal”, “Best”, numeric rankings or thelike are within the scope of the invention. Most preferably, the rankingsystem is automated, based upon information stored within the database.

[0076] Once the debtor accounts are ranked according to theircollectability, that information is preferably also displayed on the bindisplay. For example, in the illustrated embodiment, each bar(representing an individual category) within the bin display is dividedinto colors, with the height of each color within the bar representingthe percentage of debtor accounts in that category that are rankedeither “Very Good”, “Average”, or “Poor” in regards to collectability.FIG. 5 is a screen capture illustrating such an embodiment and isdiscussed in detail below. The number of debtor accounts within eachcategory is also preferably displayed along side, within or on top ofthe corresponding color of the bar.

[0077] In accordance with another aspect of the invention, events withinthe system control the association of debtor accounts with categories.For example, a “telephone contact” event can be generated if thecollector indicates in the system that he spoke to the debtor on thetelephone. This event causes instructions to be run in the system thatassociate the debtor account with the “Contacted” category, and removethe debtor's association with the “Never Contacted” category. The bindisplay would then be updated to reflect that one debtor account hasleft the “Never Contacted” category and one debtor account has beenadded to the “Contacted” category.

[0078] It should be noted that this mechanism of categorizing debtoraccounts can form the basis of an efficient work flow management system.Of course, it should be realized that this system is not limited to debtcollection systems, and finds applicability in a wide range oforganizations wherein work projects are assigned to individuals.However, in the debt collection context, work can be distributed tovarious individuals by assigning and moving debtor accounts betweenvarious categories. For example, a collector might need to have a lettersent out to a debtor requesting payment. The collector can assign thatdebtor to a “Send Letter” category. At the end of each day, the systemautomatically copies all debtor accounts that are found in eachcollector's “Send Letter” category to the “Today's Letters” category ofa mail clerk. That mail clerk would then know that each debtor listed inhis “Today's Letters” category needs to have a letter sent. Thus, thesystem manages the flow of letter creation and mailing within theorganization.

[0079] Events can be manually controlled by the collector through theuse of the integrated menu system, or automatically generated by thesystem if a predetermined condition is met. In embodiments of the systemdescribed herein, the collector can enter virtually all types ofcontacts and account management through a set of simple menu choices,rather than requiring the collector to memorize numerous codes ormanually typing the information.

[0080] For example, with reference to FIG. 11, a collector that wants toindicate that he has contacted a debtor by telephone can choose theContact menu by pressing a function key. A menu then appears that liststhe telephone numbers of all of the individuals having a connection withthe currently listed account. The work and home phone numbers of themain debtor, co-debtors and other references are displayed to thecollector. After selecting the phone number through which contact wasmade, a second menu is displayed that lists various types of contact.

[0081] Exemplary types of contact include a Left Message to Call (LMTC),No Answer, and the like. If the menu choice of LMTC is chosen, anothermenu choice appears that requests the name or type of person that tookthe message. Choices such as Family Member, References, Neighbor,Secretary and the like are available. Thus, it is readily apparent thatthe collector can make some simple menu choices to enter the contactinformation. This information is then used by the system to generate theproper type of event. An event handler then identifies the event andcarries out the appropriate action, in this case associating the debtorwith the “Two-Day Follow-up” category indicating that this debtor shouldbe called in two days to follow up on the message.

[0082] A particularly powerful feature of the debt collection system isthe use of automated events to control the association of debtor'saccounts with particular categories. For example, a debtor's accountthat is currently associated with the “2-Day Follow-Up” category shouldbe contacted within two days of being entered into this category. If thedebtor is contacted, then the debtor's account will become removed fromthe “2-Day Follow-Up” bin and associated with a different category, suchas “Promised to Pay”.

[0083] Integrated into the debt collection system is a scheduler module(FIG. 3) that monitors the status of each debtor account in everycategory. If a debtor's account is associated with the “2-Day Follow-Up”bin, after ten days the scheduler will automatically generate an eventthat changes the debtor account's association to, for example, a sub-binwithin the “Subsequent Follow-up” bin. In this manner, the collectorwill now have one more account(s) automatically listed in his or her“Subsequent Follow-up” bin. This automated system for associatingdebtor's accounts with categories provides the system with itstremendous flexibility.

[0084] Of course, this is only one example of how the scheduler canautomatically associate a debtor's account with a category in responseto a particular condition being met. In the above example, the conditionwas a follow-up date within the “2-day Follow-up” category. Otherconditions can also be tested by the scheduler and, if met, generate aparticular event.

[0085] Another aspect of the invention is the ability of the collectorto set alarms within the debt collection system. The collector canattach an alarm to virtually any event that is generated by the system.Thus, if a debtor's account is associated with the 2-Day Follow-up bin,and two days have gone by, an alarm alerts the collector to this fact.When the alarm is triggered, a pop-up screen appears on the collector'sscreen. This screen requires the collector to press Enter, or take someother action acknowledging the alarm, before it is removed. In thepresent implementation, the collector sets the alarms manually. When analarm is triggered, the name on the account appears in the first box ona transaction history bar (field 19) and flashes green until thecollector checks the account.

[0086] An additional aspect of the invention is the ability of thesystem to generate font sizes within each field that correspond to theamount of data that is to be displayed to the collector. For example, ifonly a few characters are present in a field, the system resizes thefont size of the characters so that each character is as large aspossible without overflowing the field. A minimum size font is definedso that if a field has a lot of text, the characters will still bereadable at a distance from the screen. In addition if too manycharacters are present in the field, the system allows characters toscroll right or left so that all of the data can be read.

[0087] Another embodiment of the invention is the automated system forscheduling work to be performed outside normal business hours. In apreferred embodiment, the bin display includes a “Saturday Work” binthat is associated with debtor accounts that have not been successfullycontacted on during business hours Monday to Friday. Debtor accounts canbe manually or automatically associated with this bin. For example, acollector that has been unsuccessful at reaching a debtor during thenormal workweek can move the debtor's account to the Saturday Work bin.Thus, the next time that the collector works on a Saturday, thisdebtor's account will appear as one of the accounts to be contacted.Additionally, the scheduler module can automatically associate adebtor's account with the Saturday Work bin if there have been apredetermined number of unsuccessful contacts with the debtor during thestandard workweek. In one embodiment, the scheduler is pre-programmed tocount the number of daytime attempts and evening attempts to reach thedebtor. If a specified number of attempts are unsuccessful, restrictionsare run to associate the debtor with the Saturday work bin.

[0088] One other aspect of the debt collection system is the contractcompliance aspect of the scheduler. As can be appreciated, each accountthat is brought into a debt collection business is normally controlledby contractual obligations with the debt collection business' client.For example, if a debt collection business contracts with the ACMECompany to collect on loans owed to ACME, there may be contractualstipulations that that debt collection business must meet during thedebt collection process. The scheduler module of the present inventioncan be advantageously programmed with the contractual obligations, sothat if the collector does not meet certain requirements, the systemwill automatically set an alarm or perform a function such as sending aletter or running a skip trace. Similarly, federally mandated steps areincorporated into the scheduler module. The system also includes thecapability of notifying particular managers, or special groups, that acontractual federally mandated obligation will not be met unless anaction is taken in the near future.

[0089] Accordingly, the user has the flexibility to select which account(or project, step, stage, etc.) to work, based upon his or her ownpreferences, strengths and efficiencies. At the same time, the systemincludes automation of movement from bin-to-bin on the basis of events,and graphical representations of those bins. The user is thusautomatically provided with information that is readily available toassist the user in his/her decision making.

II. Definitions

[0090] A. Account

[0091] As used herein, a contact account refers to all of the relatedinformation on a particular contact, and in the illustrated embodimentthe contact comprises a debtor. The debtor account normally includesdata that span several tables in a relational database system. Includedwithin a debtor account can be the debtor's name, address, telephonenumber, debt information, similar information about co-debtors, leadsand references, and much more additional information that is useful to acollector.

[0092] B. Collector

[0093] A collector is the person that is responsible for collecting adebt from a debtor and represents a contact manager in the illustratedembodiment.

[0094] C. Central File

[0095] A central file is a main storage for all items within theworkflow management system. Items that are newly added to the system areplaced in the central file and then associated with one or morecategories.

[0096] D. Debtor

[0097] A debtor is a person that owes a debt, and represents a contactin the illustrated embodiment.

[0098] E. Desk Bin

[0099] A desk bin is a graphical representation of a category. Forexample, a desk bin can be in the shape of a square, rectangle, circleor other graphical form that represents a category of information.

[0100] F. Input Devices

[0101] The input device can be, for example, a keyboard, rollerball,mouse, voice recognition system or other device capable of transmittinginformation from a user to a computer. The input device can also be atouch screen associated with the display, in which case the userresponds to prompts on the display by touching the screen. The user mayenter textual information through the input device such as the keyboardor the touch-screen.

[0102] G. Instructions

[0103] Instructions refer to computer-implemented steps for processinginformation in the debt collection system. Instructions can beimplemented in software, firmware or hardware and include any type ofprogrammed step undertaken by components of the debt collection system.

[0104] H. LAN

[0105] One example of the Local Area Network may be a corporatecomputing network, including access to the Internet, to which computersand computing devices comprising the debt collection system areconnected. In one embodiment, the LAN conforms to the TransmissionControl Protocol/Internet Protocol (TCP/IP) industry standard. Inalternative embodiments, the LAN may conform to other network standards,including, but not limited to, the International StandardsOrganization's Open Systems Interconnection, IBM's SNA, Novell'sNetware, and Banyan VINES.

[0106] I. Media

[0107] Media refers to images, sounds, video or any other multimediatype data that is entered into the preferred debt collection system.Typically media refers to a document that is entered into the system bya document scanner.

[0108] J. Main Screen

[0109] The main screen is the display window in the preferred debtcollection system that appears on the collector's computer and listscontact information such as the name, address and telephone number ofthe debtor. The upper section of the screen can remain stable, so thatthe contact information is always displayed. However, the lower portionof the screen is variable in that it can display several different typesof information to the collector. For example, the lower section candisplay the skiptrace history, transaction history, payment informationor debt information on the debtor.

[0110] K. Microprocessor

[0111] The microprocessor may be any conventional general purposesingle- or multi-chip microprocessor such as a Pentium® processor, aPentium® Pro processor, a 8051 processor, a MIPS® processor, a Power PC®processor, or an ALPHA® processor. In addition, the microprocessor maybe any conventional special purpose microprocessor such as a digitalsignal processor or a graphics processor. The microprocessor typicallyhas conventional address lines, conventional data lines, and one or moreconventional control lines.

[0112] L. Modules

[0113] The debt collection system is comprised of various modules asdiscussed in detail below. As can be appreciated by one of ordinaryskill in the art, each of the modules comprises various sub-routines,procedures, definitional statements and macros. Each of the modules aretypically separately compiled and linked into a single executableprogram. Therefore, the following description of each of the modules isused for convenience to describe the functionality of the preferred debtcollection system. Thus, the processes that are undergone by each of themodules may be arbitrarily redistributed to one of the other modules,combined together in a single module, or made available in, for example,a shareable dynamic link library.

[0114] M. Networks

[0115] The debt collection system may include any type of electronicallyconnected group of computers including, for instance, the followingnetworks: Internet, Intranet, Local Area Networks (LAN) or Wide AreaNetworks (WAN). In addition, the connectivity to the network may be, forexample, remote modem, Ethernet (IEEE 802.3), Token Ring (IEEE 802.5),Fiber Distributed Datalink Interface (FDDI) or Asynchronous TransferMode (ATM). Note that computing devices may be desktop, server,portable, hand-held, set-top, or any other desired type ofconfiguration. As used herein, an Internet includes network variationssuch as public internet, a private internet, a secure internet, aprivate network, a public network, a value-added network, an intranet,and the like.

[0116] N. Operating Systems

[0117] The debt collection system may be used in connection with variousoperating systems such as: UNIX, Disk Operating System (DOS), OS/2,Windows 3.X, Windows 95, Windows 98, and Windows NT.

[0118] O. Programming Languages

[0119] The debt collection system may be written in any programminglanguage such as C, C++, BASIC, Pascal, Java, and FORTRAN and ran underthe well-known operating system. C, C++, BASIC, Pascal, Java, andFORTRAN are industry standard programming languages for which manycommercial compilers can be used to create executable code.

[0120] P. Skiptrace

[0121] A skiptrace is a process that is run on a contact (debtor in theillustrated embodiment) to determine their current address or telephonenumber. A skiptrace is run on a debtor when the collector cannot locatethe debtor at their last known location. Many companies offer skiptraceservices through data links. By providing the debtor's name, last knownaddress, phone number and social security number, one of these skiptracecompanies will attempt to locate the debtor or the debtor's assets.

[0122] Q. Transmission Control Protocol

[0123] Transmission Control Protocol (TCP) is a transport layer protocolused to provide a reliable, connection-oriented, transport layer linkamong computer systems. The network layer provides services to thetransport layer. Using a two-way handshaking scheme, TCP provides themechanism for establishing, maintaining, and terminating logicalconnections among computer systems. TCP transport layer uses IP as itsnetwork layer protocol. Additionally, TCP provides protocol ports todistinguish multiple programs executing on a single device by includingthe destination and source port number with each message. TCP performsfunctions such as transmission of byte streams, data flow definitions,data acknowledgments, lost or corrupt data re-transmissions andmultiplexing multiple connections through a single network connection.Finally, TCP is responsible for encapsulating information into adatagram structure.

III. System Structure

[0124] A. Overview

[0125] 1. Main Server

[0126] Referring to FIG. 1, an overview of the debt collection system100 is provided. The debt collection system 100 includes a main server110 and collector computer 114. Of course, it should be noted that themain server 110 will generally be connected to a plurality of collectorcomputers in a standard network topology. Such a network could be basedon systems and software from MICROSOFT, NOVELL, BANYAN or otherwell-known companies that provide computer-networking systems.

[0127] A data line 116 is shown connecting the main server 110 to thecollector computer 114. The dataline 116 is preferably based on theEthernet standard or any other well-known network topology standard,such as TCP/IP. In addition, the data line 116 can be part of a widearea network wherein the main server 110 and collector computer 114 arelocated in physically distant offices and communicate with one anotherthrough the data line 116. In such an arrangement, the dataline 116 canbe a T1 or fractional T1 line in order to provide real-time datacommunications between the main server 110 and collector computer 114.

[0128] The main server 110 includes a master database 118 that includesa plurality of associated tables. For example, the master database 118can include a suspend table 119, contact table 120, address table 122,phone number table 124, bin table 126, history table 128, and debt table130. The structure of the master database 118 and its associated tablesis described more specifically in FIG. 2.

[0129] In one embodiment, the master database 118 is an Informix®database (Informix Software, Inc., Menlo Park, Calif.). Of course, itshould be realized that any conventional relational database, such asthose provided by Oracle Corporation, Microsoft, Sun, IBM or othersoftware vendor would work similarly within the main server 110.

[0130] The master database 118 communicates with a media module 140,which is linked to a scanner 142. The media module 140 includesinstructions for receiving image data from the scanner 142 or otherinput device and storing it within the master database 118. The scanner142 is a conventional digitizing scanner for reading and storing imagesof documents into the system 100. As will be described more completelybelow, the media module 140 allows the system 100 to store and associatescanned documents with particular debtor records within the masterdatabase 118. Thus, a collector could view not only the name and addressof a particular debtor, but could also review a scanned image ofdocuments relating to the debtor's account.

[0131] Also associated with the master database 118 is a schedulermodule 150 that controls movement of data between each of the tableswithin the master database. As will be described below, the schedulermodule 150 includes instructions 151 and a scheduler database 152. Theinstructions 151, when performed, move data from one table in the masterdatabase to another table in the master database in order toautomatically track and update debtor information. The scheduler 150 canbe activated manually by an event generated from the collector computer114 or automatically by preset instructions or routines. The schedulermodule 150, instructions 151 and scheduler database 152 are described inmore detail with respect to FIG. 3 below.

[0132] The master database 118 is also in communication with a lettergenerator module 154, which communicates with a printer 156 for printingletters to debtors. The letter generator module receives name andaddress information from the master database 118 and merges it withpreset form letters in order to output particular letters selected bythe collector. In the preferred embodiment, the letter generator module154 is associated with a separate department within the collectionagency, employing multiple printers and personnel dedicated to handlingincoming and outgoing media. Advantageously, the master database 118automatically interfaces with the letter generator module 154 based uponthe status of accounts after data input by the collector via menuchoices.

[0133] The master database 118 is also in communication with aninput/output module 160 that connects to a dialer server 164 forautomatically dialing debtors either in the foreground or thebackground. For example, a collector could select a particular debtorfrom the database 118 and select speed dial to automatically call thedebtor listed on the screen. The master database 118 then sends thephone number to dial from the phone number table 124 to the input/outputmodule 160. From the input/output module 160, the phone number isforwarded to the dialer server 164.

[0134] The dialer server 164 also includes autodialer and power dialerfunctions, including instructions and hardware for dialing telephonenumbers of debtors, co-debtors, information leads or other contacts. Thedialer server 164 thus includes instructions for interpreting signalsreturned from outgoing calls, determining whether a particular debtor isat home, whether a telephone answering device has picked up the call,whether the number has changed, been disconnected or had a change inarea code, etc. In one embodiment, if a telephone answering device haspicked up the call, the system automatically leaves a pre-recordedmessage to the debtor on the answering machine. In another embodiment,the dialer server 164 can include instructions for only connecting acollector with a telephone number being dialed if a person answers thetelephone at the dialed telephone number. Thus, the collector does notneed to spend time manually dialing telephone numbers and waiting todetermine whether anyone is at home. The dialer server 164 can performthese operations in the background as the collector continues to managehis caseload of debtors.

[0135] Also in communication with the master database 118 is a skiptrace server 168 that is used to run a skip trace on a debtor who cannotbe located. Briefly, the skip trace server 168 connects through dial-upor dedicated data lines to a tracking system (not shown). The debtcollection system 100 then sends a name, an address or a telephonenumber of the debtor or reference to be traced to the skip trace server168 so that it can be processed and sent to a company that maintainsdatabases of names, addresses, phone numbers and employment records ofpeople. Of course, the system can also be linked through the Internet topublic or private databases of information.

[0136] 2. Collector Computer

[0137] As illustrated in FIG. 1, the collector computer 114 includes abin display system 170 and an event generator module 172. Although thecollector computer is exemplified as a separate machine with its ownprocessor, it should be noted that embodiments of the invention includea collector computer that acts as a simple terminal attached to amainframe computer system.

[0138] Briefly, the bin display system 170 is used to graphicallydisplay the status of a collector's accounts. The bin display system 170lets the collector know at any time how many accounts are in aparticular category so that the most important work to be done is easyto identify and likely to be completed first.

[0139] In accordance with one aspect of the invention, the bin displaysystem 170 graphically displays categories of debtor accounts to thecollector. Examples of categories are “Hot Accounts” and “2-DayFollow-up”. In other work flow management applications, the categoriesmight represent a stage in an assembly process, or a status of acontact. These categories are displayed to the collector as categoryindicia on the collector's computer screen. Preferably, the categoryindicia are rectangular bars, each labeled with the name of the categoryand each including the total number of debtor accounts within thecategory and their collectability ranking (see FIG. 5 and accompanyingdescription). Of course, other types of graphical category indicia, suchas graphs, pie charts, squares, circles and other geometric shapes arewithin the scope of the invention. The graphical representation canadditionally include indicia of the relative numbers of accounts in eachcategory, as will be better understood from the discussion of FIG. 5,below.

[0140] The event generator 172 is used within the collector computer 114to generate events that are used to trigger data movements within thedebt collection system. In one embodiment, the events affect thefunction of the scheduler 150 that resides on the main server 110. Thus,events generated by actions of a collector on the collector computer 114are sent across the data line 116 and interpreted by the schedulermodule 150 within the main server 110.

[0141] B. Databases

[0142] 1. Master Database

[0143] Referring now to FIG. 2, a block diagram of the master database118 is illustrated. The master database includes several tables thatstore information on debtor accounts. For example, the suspend table 119includes fields for a Debtor Identification (DID) number and a suspendedflag. The DID number is used to uniquely identify one debtor account inthe system from all the other debtor accounts. The DID number ispreferably a string of numerals, but could include any string ofcharacters without departing from the spirit of the invention.

[0144] The contact table 120 includes fields for a DID number, a nameand a ranking. The DID number is used throughout the master database tolink a particular debtor with all of the information on that debtor. Forexample, if a debtor had several aliases or several accounts, thecontact table may have several records with the same DID number butdifferent names or different debts. In this manner, the system can trackaliases and other accounts of a particular debtor. The ranking field isused to store a measurement of how collectable the debt is from thisdebtor account. For example, if the possibility of collecting the debtis very high, the ranking field could store a “very high” ranking.Ranking debtors is discussed below in more detail.

[0145] The address table 122 includes a DID number and an address field.If the debtor has several addresses, then the address table 122 wouldinclude several records with the same DID number, but differentaddresses.

[0146] As illustrated, the master database 118 includes a phone numbertable 124 having a DID number and phone number fields that store all ofthe known phone numbers for a particular debtor. As described furtherbelow, the phone number table 124 maintains old or disconnected phonenumbers, which obviates duplicative efforts to contact a debtor or lead.

[0147] Similarly, the bin table 126 stores the current bin number,sub-bin number and bin item number for the categories associated withthe debtor account. As will be discussed more specifically below, eachdebtor's account is associated with one or more “bins” and “sub-bins”that indicate the category to which the debtor account belongs. Adebtor's account might be associated with a bin such as “New Business”in order to indicate to the collector that the selected debtor's accountis a new account. Thus, in one example, all of the debtor accounts thatare newly entered into the system can be associated with a “newbusiness” bin. The bin item number refers to a specific action to betaken on the debtor's account that is stored in the associatedbin/sub-bin. The bin item number is provided in each record to indicatethe appropriate action to take in cases wherein a debtor has more thanone entry in the same bin/sub-bin.

[0148] The master database 118 also includes a history table 128 fortracking actions that have already occurred within the system. Thehistory table 128 is a copy of the bin table 126, but also includes thedate and time of last activity, the event ID of the activity and astatus flag. For example, when an item is removed from the bin table, itis placed in the history table, and the status field is marked as“satisfied”. The date of last activity is then updated in the historytable.

[0149] The master database 118 also includes a debt table 130, whichstores the debtor identification and amount of debt owed for eachdebtor. Of course, it should be understood that more than one debt tablerecord for a particular debtor can be added in the debt table 130 if thedebtor has more than one outstanding debt. Other information within themaster database may include associations between DID's and creditors,which represent clients of the collection agency.

[0150] 2. Scheduler Database

[0151] Referring now to FIG. 3, a block diagram of the scheduler module150 is illustrated. The scheduler module 150 includes the schedulerinstructions 151 and the scheduler database 152. The schedulerinstructions 151 are the software and algorithms that act upon thetables within the scheduler database 152 to generate events and movedata from table to table in the system. The scheduler instructions willbe described more completely in the following Figures, which describeevent handling within the debt collection system.

[0152] However, it should be noted that the scheduler instructions 151can be written in any conventional programming language, such as C, C++,Visual Basic or Perl. In addition, the scheduler database 152 can bebased on any well-known relational database such as those produced byInformix Software, Inc., Oracle Corporation, IBM, Microsoft and manyothers.

[0153] The scheduler database 152 includes a scheduler account binstable 200 that includes a DID number field 210, a bin number field 212,a sub-bin number field 214, a collector number field 216, bin itemnumber field 218 and event identification field 220. The DID numberfield 210 is used to store the debtor account number used in relatingthe debtor account with the bin and collector to be associated with thataccount.

[0154] In use, the scheduler account bins table 200 is used to trackwhich bins should be associated with a particular DID number. Forexample, when a collector decides to move a particular debtor accountfrom one bin (category) to another, an event is generated by thecollector which stores the destination bin number, destination sub-binnumber and the collector's identification number within the scheduleraccounts bin table 200.

[0155] Scheduler instructions 151 are then run to update the bin table126 (FIG. 2) with the appropriate bin number and sub-bin number. Once anaction has been taken by the scheduler instructions, the record that hasbeen acted upon within the scheduler accounts bin table 200 is deletedfrom the table 200. Thus, the scheduler accounts bin table 200 includesall of the records for bin movements occurring within the system. Once abin movement has been undertaken, that record is deleted from thescheduler account bins table 200.

[0156] The scheduler accounts bin database is also used to match debtorsor debtor accounts with a particular collector. The system describedherein, therefore, has particular utility in connection with a debtcollection organization that operates on a “cradle-to-grave” principle,whereby accounts are assigned to a collector for dedicated service. Ofcourse, it should be realized that while a particular collector can bededicated to work on one account, that account can be advantageouslyassigned to different individuals throughout the office as part of theworkflow management system. Thus, while the collector is in charge ofthe debtor account, the account can be routinely associated with severalindividuals in the office to efficiently manage tasks associated withthat debtor account.

[0157] The illustrated account bins table 200 also includes bin andsub-bin information. As will be understood from the further discussionbelow, the association between a DID number and a bin or sub-bin is, tosome extent, controlled by the collector. Moreover, regardless ofwhether bin movement is manually selected by the collector orautomatically follows event generation within the system, the bins andsub-bins displayed on each collector's screen only refer to accountsthat are assigned to that collector.

[0158] The scheduler database 152 also includes a letter generator table230 that is used to generate form letters through the letter generatormodule 154. The letter generator table 230 includes a DID number field232, an address field 234 and a letter code field 238. The letter codefield 238 is used to store the type of form letter to be sent to thedebtor.

[0159] In use, a collector can normally indicate through a menuselection that a particular debtor should be sent a predetermined formletter. The collector chooses the debtor's name from a menu choice onthe screen and thereafter selects a menu option to determine the properform letter to send to the debtor. Preferably, some menu choices by thecollector represent an event, which automatically results in generationof an appropriate letter code. For example, if the collector enters anevent indicating that the debtor has promised to pay with specificterms, this event could automatically request a specific letter. Eitherprocess adds a new record into the letter generator table 230 thatincludes the debtor identification number, mailing address and lettercode corresponding to the appropriate form letter into the lettergenerator table 230. The scheduler instructions 151 then, on anautomated schedule, read each record within the letter generator table230 and send the appropriate address and letter code information to theletter generator module 154 to print the desired form letter. Of course,the action taken by the collector to send the form letter can generatean event that causes the scheduler instructions 151 to immediately readthe stored record in the letter generator table 230 in order toimmediately print a form letter to the debtor.

[0160] The scheduler master database 152 also includes a skip tracetable 250 that is used to provide skip traces on debtors. The skip tracetable includes a debtor ID # field 254, address field 256, phone numberfield 260, social security number field 265, name field 268 and skiptrace type field 269. In use, a collector indicates within the systemthat a skip trace needs to be run on a particular debtor. By choosingthe debtor's name from a menu, the collector can run a skip trace byadding the debtor's name, address, phone number, social security numberand DID number to the skip trace table 250. The scheduler instructions151 then read that record within the skip trace table and perform a skiptrace using all of the information stored in the debtor's record.

[0161] The scheduler master database 152 also includes an autodialertable 270 that has a DID number field 274 and phone number field 276. Inuse, a collector indicates within the system that a particular debtorshould be contacted using the autodialer module to be described in moredetail below. Once the collector has indicated that the debtor needs tobe contacted by telephone, a new record is added to the autodialer table270 that includes the DID number and telephone number of the debtor tobe contacted. The scheduler instructions 151 then perform steps thattransfer the DID number and telephone number to be dialed to the dialerserver 164 (FIG. 1) so that the debtor number can be automaticallydialed and routed to the collector after contact.

[0162] The scheduler master database 152 also includes a schedulerhistory table 280 that includes a DID number field 282, history typefield 284, event identification number field 292 and date field 294. Aswill be described in the following figures, the scheduler history table280 is used to track whether particular events have been done, suspendedor are past due.

[0163] C. Software Modules

[0164]FIG. 4 is a block diagram illustrating many of the softwaremodules in the preferred debt collection system 100. In addition, FIG. 4illustrates the flow of data between many of the software modules withinthe debt collection system 100. For example, beginning at a main screen450, many different windows can be opened that provide access to moduleswithin the debt collection system.

[0165] The debt collection system 100 begins with a login screen 400,wherein a collector or manager logs into the system. If the login isfrom a collector, a personal goal report 410 is displayed in order toprovide collection (quota) goals on performance relative to others intheir office, division or company. If a manager had logged in throughthe login screen 400, a management report 412 is displayed which showsthe goal status for all of the collectors that are managed by themanager. A list of that day's to-do list 414 is then displayed whichshows all of the actions and accounts to be contacted that day.

[0166] Once today's to-do list 414 is displayed, a series of desk bins425 are displayed to the collector. An illustration of this screen isshown in FIG. 5. As will be discussed in detail below, the desk bins aregraphical indicia that represent categories of debtors. From a review ofthe desk bin display 425, the collector can choose to list the debtorswithin a specific bin 430 or choose to search the system for aparticular debtor using a search screen 432. Thus, the collector isprovided with the flexibility of either displaying information storedwithin particular desk bins or for searching to find particular debtorsusing the search screen 432.

[0167] After displaying information on the search screen 432, or withina particular bin 430, the collector can move to a main screen 450 thatprovides access to most of the other modules within the collectionsystem. As will be described in more detail below, the main screen 450displays a compilation of information on the debtor. One example of amain screen 450 is shown in FIG. 9.

[0168] In accordance with one aspect of the invention, portions of themain screen 450 are replaced with half screens so that usefulinformation, such as the debtor's name, reference names, address andtelephone numbers, remained displayed to the collector while additionalinformation is simultaneously displayed. For example, from the mainscreen 450, the collector can display a series of half screens that showuseful information.

[0169] In the illustrated embodiment, from the main screen 450, thecollector can press the F8 function key to access a skip trace assistantthat appears on the lower half of the main screen 450 and is used toinput skip trace information for running this process on the debtor. Theskiptrace assistant screen 455 links to a credit report screen 458 or askip trace assistant module 460. Also from the main screen, pressing theF7 function key on the keyboard can open a skip trace effort screen 465.The collector can thereafter enter information relating to the skiptrace screen, which prompts for the type of search to be run. Types ofsearches are, for example, a credit check or a directory assistancesearch for people with the same last or surname. Based on the searchtype, the system requests the user to select the address or party to besearched. Once all of the qualifying information is entered, it is sentthrough a local area network or wide area network to the skip traceserver. The skip trace server sends the request to a skip tracerinformation provider and the provider returns the requested data. Newdata is then saved in the database and is presented to the collector.The main screen 450 also links with a loan balance breakdown screen 474if the collector presses the control and F6 function keyssimultaneously.

[0170] Other screens, such as a full transaction history screen 480,payment history screen 484, payoff window 486, financial statement 488,and media view screen 490 can also be activated from the main screen450. As indicated in FIG. 4, many other types of screens can be accessedfrom the main screen 450 by pressing predetermined function keys, orcombinations of function keys, in the collection system. Of course, itshould be understood that one of ordinary skill in the art could easilyreplace activation of a particular screen through a function key withactivation of the same screen by using any other key on the keyboard,selection with a mouse or other input.

[0171] The main screen 450 also links to a negotiation options screen500 (see also FIG. 21) that provides a collector with options fornegotiating a deal with a debtor. In one preferred embodiment, thenegotiation options screen 500 is a half-screen appearing at the lowerportion of the main screen 450. Within the negotiation options screen500 are several sub-screens, such as a compromises sub-screen 502,settlements sub-screen 504, promise to borrow sub-screen 506 and apromise to pay (PTP) sub-screen 508. The sub-screens are preferablyaccessible by the collector through the use of function keys on thecollector's keyboard.

[0172] From the main screen 450, there are also several documentationprocesses 510 that can be initiated. These documentation processes 510allow a collector to document that particular actions have been taken onthe debtor's account. For example, by pressing the F6 function key fromthe main screen 450, a letter request process 512 can be initiated tosend a letter to the debtor requesting payment on the overdue account.This process also documents within the debtor's account that such aletter was sent. As is known, debt collectors are required to documentparticular actions taken to collect on a debt in order to satisfycontracts with the company that is owed the original debt. Thedocumentation processes 510 can be used to automatically fulfill therequirements of this type of contract by providing an automated systemfor documenting contacts with debtors.

[0173] Other documentation processes 510 can also be run from the mainscreen 450, including contact documentation process 514, which stores arecord in the debtor's account showing that a contact was made with thedebtor. By pressing the F2 function key in the illustrated embodiment,the collector can run an attempt process 516 which records the date andtime that the collector attempted to reach the debtor and left a messageto call. Another documentation process is a reference call process 520,wherein the collector documents that a call was made to a referencelisted by the debtor on the debtor's original loan application. Anon-contact resolution process 524 can also be run by the collector todocument that a resolution to the debt collection problem was foundwithout actually contacting the debtor. This might arise, for example,if another person agrees to pay the debt for the debtor.

[0174] An update main screen process 526 can be run to prompt for thenumber of field to change and then requests the updated information fromthe collector. Once this step is completed, the main screen and centraldatabase are updated. As one example, the main screen process can beused to enter a new address, phone number or other debtor information.

[0175] Each of these documentation processes 510 can also serves asevent triggers, automatically causing movement of an account from bin tobin. In addition, a bin scheduler process 530 can be run to allow thecollector to have manual control over selected bins by adding and/orremoving accounts from a specific bin.

[0176] Also from the main screen 450 is a main menu 550 that allows thecollector to link with several additional screens and report generators.For example, from the main menu 550, the collector can produce a dailycontact activity report 552 that lists all of the contacts made on thatdate. Another report that can be run from the main menu 550 is thepayment posted report 554 that lists the names of debtors and amounts ofmoney posted as payments to their accounts on the current date.

[0177] In addition, from the main menu 550, an isolation screen 558 canbe activated to allow managers to control the order and presentation ofthe bin screen. In one embodiment of the invention, the manager has twooptions in the isolation screen 558, “priority isolation,” and “absoluteisolation.” With priority isolation, the manager can adjust the priorityof selected categories of accounts. For example, the manager canartificially raise or lower the specified balance parameters so as toselect all accounts above, below, or within these selected balancelimits. Absolute isolation allows the manager to completely removecategories of accounts from bins.

[0178] Also from the main menu 550, is aconsolidation/refinance/rehabilitation tracking screen 560 that providesan on-screen report showing the progress a debtor has made in complyingwith the available consolidation, refinancing, or rehabilitationprograms. All of these programs are methods that a debtor can exerciseto pay a debt by making a prescribed down payment and qualifying monthlypayments. For example, to qualify for loan consolidation, a minimum debtcan be set at $4,500 or greater, a minimum down payment set at $450, andsix monthly payments of at least $545 could be arranged through thisscreen 560.

[0179] A portfolio manager critique screen 562 can also be run from themain menu 550, so that critiques by the portfolio manager of aparticular collector or account can be entered into the system.

[0180] D. Display

[0181] 1. The Bin Display Screen

[0182]FIG. 5 is a screen capture of a bin display screen thatillustrates one aspect of the invention. As indicated, a series ofgraphical indicia of “bins” 430 a-430 p are diagrammed on the bindisplay screen 425. Each bin has a corresponding title that representsthe category of the bin. For example, the “Hot Accounts” bin 430 a showsthat there are three debtors currently associated with the category ofHot Accounts.

[0183] Each “bin” thus represents a vessel or receptacle for commonlystoring items, specifically debtor accounts, associated with aparticular category. The bins could thus alternately be referred to asdrawers, boxes, containers, shelves, binders, cells, or any of a numberof other physical analogs to an information storage vessel for aparticular category of items. As previously noted, the graphical displayfor the bins can be simple bars, as shown in the illustrated embodimentof FIG. 5, or can alternately be replaced by any suitable icon, such asother forms of graphs, charts, geometric shapes, icons of containers ofany sort, etc.

[0184] The illustrated “bin” system is designed to mimic a physical deskset wherein a collector would place a physical file within a particularbin or shelf based upon its status. The shelves would then be labeledwith the appropriate status. The intuitive setup of the desk bin screenthus allows the collector to select an account from a particular bin towork upon. While most bins are filled or emptied based upon automaticreaction to events, such as receipt of a letter, sending of a letter,contacts, and any of a number of menu choices made by a collector whilemaking a contact (these menu choices are typically made from the MainScreen), certain bins also enable the collector to manually place orremove accounts. In the illustrated embodiment, the Hot Accounts bin isboth automatic and also allows manual placement, and the AssetsInvestigations/Skiptrace is filled only with accounts that the collectordecides to place in it. Like the Hot Accounts bin, the Saturday Work binis also filled and emptied partially automatically and partiallymanually by the collector.

[0185] The automated movement of accounts from bin to bin, based uponmenu selections or other events, thus provides the organization toensure appropriate action by the collector. On the other hand, thecollector has full flexibility to select accounts from any bin he or shechooses, and has further flexibility to select accounts to place incertain bins, such as the Hot Accounts bin, the AssetsInvestigations/Skiptrace bin, and the Saturday Work bin. The collector'sproductivity is thereby driven by his own preferences as to sequence ofworking accounts, as fully and clearly informed by automatedcategorization and visual representation by the desk bins.

[0186] A description of each bin category is provided in Table 1 below.TABLE 1 Descriptions of Bin Categories BIN CATEGORY DESCRIPTION HotAccounts Debtor accounts are associated with this bin when the collectorbelieves that they need to be acted upon very quickly. In theillustrated embodiment, accounts are added to this bin category manuallyby the collector, and represent “copies” of accounts also found in otherbins. Accounts also automatically move into and out of this bin basedupon selected events. Asset A collector will associate a debtor withthis bin category when a skip trace or Investigation/Skip assetinvestigation is undertaken on the debtor. This bin lists all debtorswhose Trace assets are being investigated or who are currently being runwith a skip trace. Accounts are added manually to this bin category bythe collector. 2-Day Follow Up This bin category is associated withdebtors whose accounts need to be acted upon in two days from thecurrent date. Accounts are added to this bin automatically after aninitial contact with a debtor, for example, Promise to This bin categoryis automatically associated with debtors who have made a Pay/Borrowpromise to pay their debt, or borrow funds that enable them to pay thedebt. Today's Work This bin category is automatically associated withdebtors whose accounts need to be worked on the current date, based uponscheduling by Fileback and Scatter Back functions (see FIGS. 28 and 29).This bin also includes sub- bins. New Business This bin category isautomatically associated with debtors who are initially placed withinthe debt collection system. Normally the debtors associated with thisbin have never been contacted. Left Message to Call This bin categoryincludes debtors that have been left a message by the (LMTC) collector,and movement into this bin is automated after the collector indicatessuch a message has been left. Subsequent Follow Up A debtor isautomatically associated with this bin to indicate that a subsequentfollow up needs to be made. Del. Billing Expiring This bin categoryautomatically includes debtor accounts that were set up on a Temp Planmonthly payment plan, but have become delinquent. This bin category alsoincludes debtor accounts that were set up on a temporary plan, but theplan is expiring. Cons Refine Rehab This bin category includes holdingall accounts that receive some activity in the consolidation, refinanceor rehabilitation processes. Delay in Collection Debtor accounts areassociated with this bin when collection activity is being temporarilydelayed due to a debtor's dispute over loan obligation or balance, ordue to debtor's unconfirmed claim(s) of disability, bankruptcy, etc.Saturday Work A debtor is associated with this bin when a collector isunable to contact them during the normal week, so that they should becontacted on a Saturday. This bin movement can be automated, based uponseveral failed contact attempts during business hours, or manual.Co-debtor Follow Up A debtor is associated with this bin to indicatethat a co-debtor exists on the account that should be contacted toarrange payment of the debt. Never Contacted A debtor is associated withthis bin when they have never been contacted by the collector. This binresides in a Central Files category to which collectors can fileaccounts for rescheduling. Contacted A debtor is associated with thisbin when they have been contacted by the collector. This bin resides ina Central Files category to which collectors can file accounts forrescheduling. AWG Lien Litigation A debtor is associated with this binwhen their account is being reviewed for an administrative wagegarnishment, lien or litigation

[0187] As shown in FIG. 5, the bin display screen 425 provides atremendous amount of information quickly and easily to a collector. Eachdebtor account is associated with a particular category that bestdescribes the account's current status. Thus, the collector knows at aglance how many accounts are within each category. As noted, thisarrangement mimics a classical set of bins on a desk wherein each binincludes a series of individual files.

[0188] The collector has the ability to move files between bins, or toschedule movements between the bins for future dates and times. Inaddition, the scheduler module 150 can automatically move accountsbetween bins in response to certain conditions being met. For example,if a debtor's account is associated with the 2-Day Follow-Up bin 430 c,but no action is taken within ten days, the scheduler module 150 willautomatically associate the debtor's account with the subsequentFollow-Up bin 430 h. Thus, the next time the collector reviews the bindisplay screen 425, an additional account will appear in the subsequentFollow-Up bin 430 h.

[0189] The Never Contacted bin 430 n and Contacted bin 430 o are used as“central storage” bins to hold accounts that are not currently beingworked on by the collector. Thus, the system moves debtor accounts fromthese central storage bins to the Today's Work bin 430 e at regularintervals so that the collector is notified that it is time to contactthese accounts. Two methods, Fileback and Scatter Back, for movingaccounts to and from the central storage bins are discussed below inrelation to FIGS. 28 and 29.

[0190] As can also be seen upon reference to the bin display screen 425,each graphical representation of a bin includes shaded areascorresponding to whether the account is “Very good” or “Average” or“Poor.” These rankings relate to the collectability of the debt from thedebtor and are normally made when the debtor's account is first enteredinto the debt collection system. This type of review can be performedprior to adding the debtor's name into the debt collection system, or atany time after the debtor has been added to the system. Thecollectability ranking gives the collector a priority scheme forcollecting from the debtors. Typically, the collector will first attemptto collect money from the debtors with “Very Good” collectabilityrankings, since they have the most financial resources.

[0191] Since the bin display screen 425 displays not only categories,but also rankings for each debtor, the collector is provided with a verypowerful and flexible tool for collecting on debts. The collector canreview the colored/shaded areas of each graphical representation of abin to determine how many of the debtor accounts within the bin areranked as Very Good, Average, or Poor in regards to theircollectability.

[0192] Within each colored/shaded area is a number indicating the numberof debtor accounts within each ranking of Very Good, Average or Poor.Thus, by quickly reviewing each graphical representation of a bin, thecollector can determine how many total debtor accounts are within thebin, as well as how many of those accounts have high collectabilityrankings. The mechanism for producing the colored areas representing thecollectability of the debt, and the numbers are displayed within eachgraphical representation of a bin is discussed more thoroughly in thefollowing figures.

[0193] 2. Generating the Bin Display Screen

[0194] Referring to FIG. 6, a process 600 of generating data to bedisplayed on the collector's bin display screen is illustrated. Theprocess 600 begins at a start state 602 and then moves to a state 604wherein the scheduler account bin table 200 (FIG. 3) is opened. Once theaccount bin table 200 has been opened, the process 600 moves to a state608 wherein the records in the table are sorted according to thecollector, bin and sub-bin.

[0195] The process 600 then moves to a state 624 when data sorted at thestate 604 is used to display representations of bins to collector'sscreen. The process 600 then terminates at an end state 630.

[0196]FIG. 7 is a flow diagram illustrating the generate bin displaydata process 624 of FIG. 6. Normally, this process would be run as partof the bin display system 170 (FIG. 1) that runs on the collectorcomputer 114. The process 624 is used to generate the actual graphicalrepresentation of bins shown in FIG. 5.

[0197] The process 624 begins at a start state 650 and then moves to astate 652 wherein all of the rows in the account bin table that have thecurrent collector's ID number are read into a memory. The process 624then moves to a state 654 wherein, for each bin, the total number ofdebtor accounts having the current date as a follow-up data arecalculated. This allows the system to only display accounts that have anaction due on the current date, and ignore accounts that don't haveanything due on the current date. The process then moves to state 662wherein the total number of the collector's accounts having a “VeryGood” ranking, and a wherein the current date is the follow-up date, iscalculated.

[0198] The process 624 then moves to a state 664 wherein for each bin,the total number of accounts with an “Average” ranking, and wherein thecurrent date is the follow-up date, are calculated. The process 624 thenmoves to a state 668 wherein for each bin, the total number of accountswith a “Poor” ranking, and the current date is the follow-up date iscalculated.

[0199] The process 624 then moves to a state 669 wherein a total countof debtor accounts in each bin is determined. Thus, at this stage acalculation has been made for the collector of the total number ofdebtor's accounts within each bin and the ranking of the debtor'saccounts within each bin.

[0200] The process 624 then moves to a state 670 wherein the maximumheight of the bin is set to a predetermined size. The predetermined sizeis based on the size of bins to be displayed on each collector's displayscreen. The process 624 then moves to a state 674 wherein the size ofthe bar representing the “Poor” ranked accounts in each bin isdetermined. The height of this bar is determined by scaling the numberof poor-ranked accounts in the overall total number of accounts in theparticular bin to the maximum height. Thus, if the bin has 100 accounts,of which 50 are ranked poor, the height of the bar will equalapproximately one-half the total height of the bar to be displayedwithin the chosen rectangular bin.

[0201] However, in one embodiment, the height of the bar representingthe “Poor” ranked accounts does not go below the predetermined minimumsize, unless there are no accounts associated with this ranking. Theminimum size is calculated to be at least the height of the font thatdisplays the number of “Poor” ranked debtors within the bar. Thus, thenumeral representing the number of poor accounts will always bedisplayed on top of the colored bar representing the poor accounts.

[0202] Once the height of the bar representing the “poor” rankedaccounts has been calculated for each bin in the bin display, the actualgraphical bar is generated by a display driver/generator and displayedon the collector's screen within each of the bins at a state 676.

[0203] The process 624 then moves to a state 678 wherein the height ofthe bars representing the “Average” ranked accounts for each bin aredetermined. Similar to the mechanism used to determine the height of the“Poor” ranked accounts, the height of the bars representing the“Average” ranked accounts are also determined at a state 680 by scalingthe number of “Average” accounts within the total number of accounts tothe maximum bin size in a particular bin. The process 624 then generatesand displays the “Average” ranked bar above the “Poor” ranked bar withineach bin.

[0204] The process 624 then moves to a state 682 wherein the height ofthe “Very Good” ranked accounts are determined in a manner similar tothat described above. The process 624 then moves to a state 684 whereinthe “Very Good” bar for each bin is scaled and displayed within each bindirectly above the “Average” ranked bar. In this manner, each of thebars corresponding to the Poor, Average and Very good ranked accountsare generated, one on top of the other, in order to produce the bindisplay illustrated in FIG. 5. The process then sorts the debtor accountbin according to the bin number, ranking, follow-up date and otherparameters in chronological order. The processes then ends at an endstate 690.

[0205] Thus, in summary, the bin display illustrated in FIG. 5 isgenerated by accessing an account bin table stored on the main serverthat holds data corresponding to the total number of accounts withineach bin and sorted by DID number. When a collector logs into thesystem, this accounts bin is accessed and the number of accountsassigned to that collector within each bin is calculated. As describedabove, the accounts are divided into the three rankings of very good,average and poor. Instructions stored on the collector's computer thenaccess the accounts bin table and generate the bar chart illustratingthe total number of accounts within each bin, and the correspondingranking for each account in the various bins.

[0206] Of course it should be understood that while the above display isillustrated with rectangular bars that provide the graphical indicia ofa bin, other types of representations are contemplated. For example, agraphical indicia in the shape of a desk bin, a pie chart, a square, acircle or any other graphical indicia that illustrates both the numberand rankings of accounts within each bin are within the scope of thepresent invention. Moreover, while the implementation discussed aboverelates to fixed-height bins it should be understood that bins ofindividual varying heights are contemplated. For example, one bin, orset of bins might be set to a varying maximum height depending on thenumber of records associated with the bin.

[0207] 3. Listing Accounts in a Bin

[0208] Referring now to FIG. 8, a screen capture 700 of the hot accountsbin 430 a is illustrated. This screen appears once a collector presses afunction key that causes a list of each debtor account within the HotAccounts bin 430 a to be displayed. As indicated, this list of debtoraccounts provides a simple and quick mechanism for listing and accessingeach debtor account.

[0209] It should be realized that the order in which each debtor'saccount appears on the list can be programmed to show the most urgentaccount at the top, and continuing with less urgent accounts as thecollector moves down the list. Of course, the order of accounts listedin the various bins can differ so that, for example, in one bin thedebtor accounts are listed in date due order, while in another bin thedebtor accounts are listed by the date since the last contact. In anycase, the collector can advantageously access the accounts in any orderhe or she chooses by selecting the listed number, based upon the listedinformation.

[0210] 4. The Main Screen

[0211]FIG. 9 is an illustration of a Main Screen 450 that includesfields listing specific information about the debtor. Conventionaldebtor information, such as the name, spouse name, addresses, telephonenumber and debt balance are all listed on the main screen 450. However,there are several features of the main screen 450 that provideparticular efficiency and/or flexibility advantages for the collector.

[0212] a. Telephone Number Field

[0213] For example, the home telephone number field 750 not only liststhe home telephone number, but also lists the number of attempts to thatnumber (ATT) and the number of messages left at that telephone number(LMTC). Thus, the single home telephone number field includes aplurality of information, thus providing the collector with useful dataon the number of attempts and messages left with the debtor at thisparticular telephone number.

[0214] The information on number of attempts to the telephone number,and number of messages left with the debtor at that telephone number areautomatically generated through the dialer system within the dialerserver 164 (FIG. 1). Every time that an attempt is made to contact thedebtor at, for example, the home telephone number, a telephone callevent is generated by the debt collection system. This event is handledas described below to update the number of telephone call attempts tothe home telephone number. Similarly, every time a message is left atthat phone number, a LMTC event is generated that updates the LMTC codeby 1.

[0215] The telephone number field is actually a compilation field thatincludes data from several sources. The telephone number is stored inthe field as standard data. However, the ATT and LMTC data is added tothe field through the use of events that cause these numbers to changein response to actions by the collector. ATT attempts may also bedocumented by the system automatically if the background dialer makesthe attempt.

[0216] b. Maneuvering in the Main Screen

[0217] The main screen 450 includes an input field 754 that acceptsnumeric input corresponding to the field code numbers displayed on themain screen. For example, if the collector wants to change an address,the number 7, corresponding to an address field 760 is entered into theinput field 754, illustrated in the lower left hand corner of thescreen. After the collector presses the Enter key, instructions are runthat allow the collector to change the address information on debtor.

[0218] Because the field code numbers are displayed on the main screen,it is not necessary for the collector to memorize any numbers, or use amouse to move to the desired field. Entering the field code number inthe input field 754 results in the proper instructions being run tomodify the chosen field. For example, if the field code 7 is entered, apop-up menu is displayed that allows the user to choose whether to add,delete or modify address information. In another embodiment, the focusof the cursor is brought to the address field 760 so that theinformation can be directly entered into this field.

[0219] c. The Address Field

[0220] The main screen 450 includes the address field 760 that listseach of the known addresses for the debtor. These addresses are derivedfrom the address table 122 (FIG. 2). Any number of addresses can beentered and displayed within the address field 760, which becomes amultiple value field which can be opened to view more than twoaddresses.

[0221] It should be noted that the first address 762 is in a normal fontand can be easily read by the collector. However, as illustrated in thisexample, the second address 764 is in a “strikethrough” font thatindicates that this address is no longer correct for the debtor.

[0222] The debt collection system described herein allows “bad”addresses to remain, however in a strikethrough font. This allows thecollector to continue attempting contact with the debtor at a badaddress just in case the debtor has returned to a previously listedlocation. Moreover, the use of a strikethrough font to list badaddresses advantageously keeps the collector apprised of confirmed badinformation, such that the collector does not re-enter this informationif again given the old address from a new source. The collector canchange an address or telephone number from good to bad, or bad to good,by selecting the address field 760 from the main screen 450. An optionis then offered to the collector to change the type of address storedwithin the address field 760. In addition, an address that is found tobe either good or bad by the skip trace process can be automaticallyupdated to show a normal or strikethrough font.

[0223] If the collector chooses to mark an address, telephone number, ormany other data types within the system as “bad”, the system convertsthe current font displayed to the user from a normal font to astrikethrough font. If the collector chooses to mark a bad address asnow being good, the system converts the strikethrough font to a normalfont. Similar stricken-through old information can be listed in phonefields, lead fields, etc.

[0224] d. The Scrolling Windows

[0225] The main screen 450 also has a set of three scrolling windows 780a, 780 b and 780 c that can store information on leads, references andco-debtors. Although only three windows are displayed at any time, morethan three leads can be stored within this system of windows. Forexample, five separate leads could be stored within the field 780.Although only three leads are displayed, the collector can press theright or left arrow keys on the keyboard to display the additional leadsnot shown on the screen. In this manner, the collector can “scroll” leftand right through a series of leads while still displaying the debtor'sinformation on the screen. This scrolling concept can also be applied tothe bins display, as further discussed with respect to the FIG. 30.

[0226] As indicated, the screen is divided into an upper section 752 aand a lower section 752 b. While the upper section 752 a includes thename, telephone number, address and lead information for a debtor, thelower section 752 b can be changed to display a series of different datato the collector. For example, in FIG. 9, the lower portion 752 b of themain screen 450 includes the full transaction history list 785. The fulltransaction history list 785 is a line-by-line listing of every actiontaken on the debtor's account. Thus, every telephone call, letter,contact or other action is recorded by date and time in the transactionhistory list 785.

[0227] e. The Instant Retrieval Buttons

[0228] On the lower portion 752 b of the main screen 450 is also aseries of instant retrieval buttons 790 a to 790 j. The instantretrieval buttons 790 list the names of the last ten debtor accountsthat have been viewed by the collector. In order to provide almostinstantaneous access to these previous accounts, the debt collectionsystem stores the entire debtor account information for the previous tenaccounts in the RAM of the collector's computer.

[0229] For example, pressing the button 790 a provides immediate accessto John Smith's main screen, while pressing button 790 b will giveimmediate access to the main screen for Jane Doe. Thus, the collectorcan maintain a series of ten debtors stored in memory for instantviewing. This allows the collector to rapidly switch between the mostcurrent debtors that have been contacted, without waiting forinformation to transfer from the server.

[0230] In order to activate any of the buttons 790 a to 790 j, thecollector types the number 19 into the command box 754. This results inthe first box 790 a receiving the focus of the cursor. By depressing theright and left arrow keys, the collector can scroll from one box to thenext. Once the appropriate box has been highlighted, the collectorpresses the enter key to instantly switch to the selected debtor's mainscreen.

[0231] E. Menus

[0232] Referring to FIG. 10, a screen capture of a main screen 450 isshown with a series of tiered menus 800 a, 800 b and 800 c over thelower portion 752 b of the main screen 450. The menu screens 800 a-800 cillustrate the mechanism that the collector uses to generate events thatlog information and record contacts in the debt collection system.

[0233] The menu system illustrated in FIG. 10 allows a collector torecord a contact with the debtor by making simple menu choices through amenu tree. As can be seen in the menu box 800 a, the telephone numbersof the debtor and co-debtors are listed for easy selection. By pressingthe right arrow key after highlighting the appropriate telephone numbercalled, the second menu box 800 b appears, which lists types of contactsappropriate for the telephone number chosen in menu box 800 a.

[0234] For example, if a co-debtor telephone number was selected in themenu box 800 a, a series of co-debtor type contacts are listed in themenu box 800 b. In a similar manner, once the collector chooses theappropriate type of contact in the menu box 800 b, a third menu box 800c appears, offering the collector a series of options for recording thetype of contact made with the debtor. Through the use of these menus,the collector does not need to memorize codes or refer to a printed listof options. Each option available for the particular type of contactmade is listed within the menu tree, while the collector continues toview information pertinent to the contact in the upper portion 752 a ofthe Main Screen 450.

[0235] As can be seen upon reference to FIG. 11, if the collectorselects contact to the home telephone number in the menu box 800 a, theseries of options in the menu box 800 b is altered to provide optionsrelated to a home telephone number. For example, option 2 allows thecollector to choose that an answering machine picked up the telephone,but no message was left. If the left message to call (LMTC) option ischosen in the menu box 800 b, the third menu box 800 c appears givingthe collector a choice of answering machines or individuals with whomthe message was left. For example, if a family member took the messagefrom the collector, option 4 would be chosen which corresponds to“family member.”

[0236]FIGS. 12-13 list other types of menu trees available to thecollector within the system of the present invention. As can be seen,the system provides tremendous flexibility for allowing the collector tochoose options without having to memorize codes, or refer to other listsof potential options to enter into the system. The menu tree structureof the debt collection system provides the flexibility and listsavailable for virtually every type of entry required to be made by thecollector in collecting the debt. This is a tremendous advantage oversystems requiring the collector to enter numerous codes or other textsin order to track the debtor.

[0237]FIG. 14 illustrates a menu choice that allows the collector tomark that no calls are to be received at a particular telephone number.If this choice is made, automated instructions change the backgroundcolor of the selected telephone number to red, in order to indicate thatthe debtor should not be contacted at that telephone number. Inaddition, the dialer system is prevented from automatically attemptingto contact the debtor if the telephone number is marked a “no calls”.That is, speed dial, autodialers and power dialers are disabled for thatphone number.

[0238]FIGS. 15 and 16 illustrate a menu driven mechanism for generatingreports from a debtor's account. For example, as illustrated in FIG. 15,if a collector desires to create a report based on a particular phonenumber, a menu choice is presented that allows the collector to choose“phone number.” By depressing the right arrow key, the collector ispresented with an entry screen for inputting the debtor's telephonenumber. This information is then used to create a report of debtor'shaving that phone number. A report showing all of the accounts with theentered phone number is then displayed within the appropriate telephonefield on the main screen 450.

[0239] In a similar manner, FIG. 16 displays a method of creating areport based on the name or address of a lead or reference by enteringdata within a menu. The data entered is thereafter used to create areport for the collector. FIG. 17 illustrates a menu that the collectorcan access from the main screen 450 for generating other types ofreports. As with the remainder of the menus on the main screen, thismenu can be accessed by pressing a function key on the keyboard,preferably indicated on a keyboard template provided to the collector.As shown, a variety of reports are available generated in specificformats from the master database 118 (FIG. 2) for the collector'sassigned accounts.

[0240]FIG. 18 illustrates the use of menus 900 a and 900 b by acollector to manually associate a debtor's account with various binsillustrated in the bin display (FIG. 5). As shown, the menu screen 900 aincludes several options for associating the debtors account withvarious bins. For example, a “copy” of the debtor's account can be addedor removed to a “Hot Accounts” bin 430 a (FIG. 5).

[0241] In the illustrated embodiment, the debtor's account can also beadded or copied to the Asset Investigation/Skip trace bin in order toperform these functions on the debtor's account. Other options include,adding and removing the debtor's account from the Saturday Work bin 430l. If the collector chooses to add the debtor's account to the HotAccounts bin 430 a (FIG. 5), a second menu box 900 b opens and requestsentry of the date that the account should be added to the Hot Accountsbin, and the time that an alarm should sound to notify the collector ofa particular due date. Again, it should be noted that the association ofdebtors' accounts with particular bins can be altered by making simplemenu choices within the debt collection system. This provides thecollector with flexibility in organizing accounts to contact forcollection.

[0242] 1. The Split Screen

[0243] Aside from active menus, the split screen can also be utilized todisplay additional account information. FIGS. 19-21 illustrate severalembodiments of the split screen system used within the main screen 450.

[0244] For example, in FIG. 19, the lower portion 452 b provides ascrolling list of every transaction made on the debtor's account. Inaddition, a series of help boxes are presented along the lower edge ofthe window to assist the collector in performing specific functionsrelated to the Transaction History display.

[0245] Referring to FIG. 20, the lower portion 452 b of the main screen450 includes specific information on the debt owing by the debtor. Inaddition, information on the client to whom the debt is owed is alsolisted.

[0246]FIG. 21 illustrates a main screen 450 wherein the lower portion452b lists default payment options that are available to the debtor.Further options can be entered directing into the system by thecollector. Thus, the collector can negotiate the type of down paymentand monthly payments and enter a promise to pay, borrow, settle orcompromise, if reached, into the system.

IV. Method of Operation

[0247] The following figures describe a system and method for generatingevents that perform actions within the debt collection system.Throughout the system, events are generated either manually by thecollector, or automatically by the scheduler 150 to perform an action.

[0248] A. Event Generation

[0249] Referring to FIG. 22, a process 1000 for detecting events andgenerating actions is described. The process 1000 begins at a startstate 1010 and then moves to a state 1012 when an event is detected. Asused herein, an event is a software module or flag that is activatedeither automatically by the scheduler (often following manual data inputby the collector, other staff members or the media department) ormanually from an action taken by the collector. The event causes otherinstructions to be run by the system.

[0250] If an event is detected at the state 1012, the process 1000 movesto a decision state 1014 to determine whether the event is real. A realevent is one that was properly generated by the scheduler 150 ormanually generated by the collector. If the event is not real, theprocess 1000 loops to the state 1012 until an event is generated.

[0251] However, if the event was real at the decision state 1014, theprocess moves to a decision state 1016 wherein a determination is madewhether the event changes the status of the debtor's account. As usedherein, the status of the debtor's account is the category of theaccount. For example, the status can be the following categories:contacted, never contacted, new business, administrative wagegarnishment, legal, stipulation, judgement, in billing, suspended,canceled and paid in full. If a determination is made that the eventshould change the debtor's account status, the process 1000 moves to astate 1018 wherein a change in the account status of the debtor isperformed. The process 1000 then moves to an additional decision state1020 to determine whether the bin table 126 (FIG. 2) should be updated.

[0252] It should be noted, that if an account status change was notrequired at the decision state 1016, the process would move immediatelyto the decision state 1020. If a determination is made that the bintable does need to be updated at the decision state 1020, the process1000 moves to a state 1022 wherein the bin table is updated. The process1000 then moves to a decision state 1030 to determine whether there areany rules associated with the event that was detected. If the bin tabledid not need to be updated at the decision state 1020 then the process1000 moves immediately to the decision state 1030 to determine whetherany rules were associated with the detected event.

[0253] If any rules were associated with the detected event, the process1000 moves to a process state 1040, wherein the RUN RULES PROCESS isimplemented. This process is described more completely with respect tothe following figures. Once the run rules process has been implementedat the process state 1040, the process 1000 moves to a decision state1042 to determine whether any other actions need to be taken in responseto the detected event. It should be noted that if no rules wereassociated with the detected event at the decision state 1030 theprocess 1000 moves immediately to the decision state 1042.

[0254] If a determination is made at the decision state 1042 that otheractions need to be undertaken, the process 1000 moves to a state 1046,wherein other actions are performed. These other actions includerecording the contact date, recording the number of attempts associatedwith a plan, or recording an LMTC code associated with a telephone call.Once the other action has been performed at the state 1046, the processloops to detecting events at the state 1012. In addition, if no otheractions need to be taken at the decision state 1042, the process 1000returns to the detect event state 1012.

[0255] Referring now to FIG. 23, the RUN RULES PROCESS 1040 of FIG. 22is described in more detail. The process 1040 begins at a start state1050 and then moves to a state 1052 wherein the first rule stored withinthe event is selected. As described previously, events are softwaremodules or flags that result in actions being performed within thesystem. In this case, some events contain rules that are run when theevent is generated either manually by the collector or automatically bythe scheduler 150 (FIGS. 1 & 3). Some events may have multiple rules inorder to perform several actions simultaneously or sequentially.

[0256] Once the first rule has been selected, the process 1040 moves toa decision state 1056 to determine whether the condition within the rulehas been satisfied. If the condition was true, the process 1040 moves toa process state 1058 in order to carry out the “suspend” typeconditionals. The suspend type conditionals are used to place an accounton hold pending the outcome of a particular situation. Examples of somesituations that lead to suspend type conditionals are:

[0257] 1) The debtor disputes the validity of the debt.

[0258] 2) A congressional inquiry is solicited wherein a debtor calls acongressperson and the congressperson's staff calls the collector andrequests suspension of the debt pending congressional review.

[0259] 3) A client requests a suspension.

[0260] 4) The collector finds a problem with the account.

[0261] 5) The client (debt holder) warns of an impending withdrawal ofthe account from the collector.

[0262] The suspend type conditionals will be described more completelywith regard to FIG. 24.

[0263] Once the suspend type conditionals have been carried out at theprocess state 1058 the process 1040 moves to a process state 1060 tocarry out the “remove” type conditionals. These types of conditionalsare used to permanently remove the association of an account and a bincategory. Examples of situations that cause a remove type conditionalevent are:

[0264] 1) The collector enters a contact and the account is in the newbusiness bin. This account is then moved to the two-day follow-up bin byfirst removing it from the New Business Bin and then adding it to the2-day follow-up bin.

[0265] 2) The collector enters a contact and the account is in thedelinquent billing bin.

[0266] The account is then moved to the subsequent follow-up bin.

[0267] This process will be described more completely with reference toFIG. 25 below. After the remove type conditionals have been carried out,the process 1040 moves to process state 1066 wherein the “next item”type conditionals are carried out. The next item conditionals correspondto events that change the association between an account and a bincategory. Examples of situations that lead to next item typeconditionals are:

[0268] 1) A collector's letter is requested.

[0269] 2) A skip trace search is performed.

[0270] 3) An account is associated with a bin category.

[0271] 4) A follow-up telephone call is requested.

[0272] 5) A debtor makes a promise to pay. The debtor's account isassociated with the PTP bin and a confirmation letter is sent.

[0273] This process will be described more completely in reference toFIG. 26 below.

[0274] Once the next item type conditionals have been carried out, theprocess 1040 moves to a state 1070 wherein the “resume” typeconditionals are carried out. A resume type conditional is used toresume the association of an account with a bin once a debtor hassatisfied the condition that placed him on a suspended status. In oneexample of a resume type conditional, a debtor's account is suspendedfollowing a request by the debt-holder. If the debt-holder then requeststhe account to become active again, it will be resumed. In anotherexample, the debtor disputes the balance owing and the collector resumesactivity on the account once the validity of the debt is documented. Theresume type conditionals process 1070 will be described more completelywith regard to FIG. 27.

[0275] It should be noted that the progression through process states1058, 1060, 1066, 1070 is preferably carried out in the order describedin FIG. 23. Thus, it is preferable for the suspend type conditionals tobe run prior to the remove type conditionals, which are preferablycarried out prior to the next item type conditionals, which are in turnpreferably carried out prior to the resume type conditionals.

[0276] Once the resume type conditionals have been carried out at theprocess state 1070 the process 1040 moves to the decision state 1074 todetermine whether more rules exist within the detected event. If morerules do not exist, the process 1040 terminates at an end state 1076.

[0277] However, if more rules do exist, the process 1040 moves to astate 1078 wherein the next rule triggered by the event is selected andthe process then returns to the decision state 1056 in order todetermine whether the condition within the first rule is true. It shouldbe noted that if a condition is not true at the decision state 1056 theprocess 1040 moves to the decision state 1074 to determine whether anymore rules exist within the detected event.

[0278] Referring now to FIG. 24, the process 1058 of carrying out asuspend-type conditional is described. The process 1058 begins at astart state 1100 and moves to a state 1102, wherein the suspend tablewithin the master data base is opened. The process 1058 then moves tothe first row in the suspend table at a state 1106 and continues to adecision state 1108 to determine whether the current row is flagged assuspended.

[0279] If the record within the suspended table is marked as suspended,the process 1058 moves the information from the selected row to thehistory table 128 (FIG. 2) within the main database. The process 1058then moves to a state 1112 and adds an identifier code to the row in thehistory table that indicates the type of event that caused thesuspension. The process 1058 then moves to a decision state 1116 todetermine whether more rows exist to be analyzed in the suspend table.

[0280] If no more rows are available in the suspend table, the process1058 terminates at an end state 1118. However, if more rows do exist inthe suspend table, the process 1058 moves to a state 1120 wherein apointer is moved to the next row in the suspend table. The process thencontinues to determine whether the current row is flagged as suspendedat the decision state 1108.

[0281] Referring now to FIG. 25, the process 1060 for carrying out aremove type conditional is described. The process 1060 is used topermanently remove an association between a debtor's account and a bin.The process 1060 begins at a start state 1200 and moves to a state 1204wherein a remove table is opened in the master database. The removetable includes the debtor ID number, a remove flag and the number of thebin that is to be removed from the debtor's account. The process 1060then moves to a state 1206 wherein a pointer is moved to the first rowin the remove table. A determination is then made at a decision state1210 whether the currently selected row in the remove table is flaggedto be removed.

[0282] If the currently selected row is flagged to be removed, theprocess 1060 moves to a state 1214 wherein the association between thecurrent debtor's account and the identified bin is removed from the bintable. Once the association is removed, the process 1060 moves to adecision state 1218, wherein a determination is made whether more rowsexist to be analyzed in the remove table. If no more rows exist to beanalyzed, the process 1060 terminates at an end state 1220.

[0283] However, if more rows do exist in the remove table, the process1060 moves to a state 1224, wherein a pointer is moved to the next rowwithin the remove table. The process 1060 then continues at the decisionstate 1210 to determine whether the currently selected row is flagged tobe removed.

[0284]FIG. 26 describes the carryout next item type conditionals process1066 of FIG. 23. This process begins at a start state 1250 and moves toa decision state 1254 to determine whether the debtor's record needs tobe associated with a different bin. If the debtor's record does not needto be associated with a different bin, the process 1066 moves to adecision state 1256 to determine whether a telephone call needs to begenerated for the debtor. This process would be undertaken when thecollector has scheduled a telephone call with the auto dialer system ofthe invention. If a determination is made the decision state 1256 that atelephone call does not need to be generated, the process 1066 moves toa decision state 1258 to determine whether a skip trace needs to be runon the debtor. If a skip trace does not need to be run, the processcontinues to a decision state 1260 to determine whether a letter needsto be sent to the debtor.

[0285] If a determination is made that a letter does not need to be sentat the decision state 1260, the process 1066 moves to a decision state1262 to determine whether any other action needs to be undertaken by thenext item type conditional. If no other conditioned action needs to betaken, the process continues to a decision state 1264 to determinewhether any more conditions need to be satisfied. If no more conditionsneed to be satisfied, the process terminates at an end state 1268.

[0286] If a determination is made at the decision state 1254 to move achosen debtor's record to another bin, the process 1066 moves to a state1270 to associate the current record with another bin and with anothercollector within the system. The process 1066 would then move to thedecision state 1264 to determine whether any additional conditions needto be satisfied.

[0287] If a determination was made to generate a telephone call at thedecision state 1256, then telephone information, such as the telephonenumber, area code and name of debtor would be sent to the dialer systemat a state 1274. The process would then continue to the decision state1264 to determine whether additional conditions need to be met.

[0288] If a determination was made at the decision state 1258 to run askip trace on the debtor, then a skip trace is run at the skip traceserver 168 (FIG. 1) at a state 1278.

[0289] If a determination was made to send a letter to the debtor at thedecision state 1260, then a form letter would be generated through theletter generator 154 (FIG. 1) at a state 1280.

[0290] If a determination was made at the decision state 1262 that otheractions need to be undertaken such as setting an alarm, those actionswould be performed at a state 1284 before the process 1066 returns tothe decision state 1264 to determine if more events need to be testedfor satisfying conditions. If more events do need to be tested, theprocess 1066 returns to the decision state 1254 so that the cycle canbegin anew.

[0291]FIG. 27 illustrates the process 1070 for carrying out a resumetype conditionals process. This process begins at a start state 1300 andmoves to a state 1302, wherein a suspend identifier corresponding to thedetected event to resume is received. The process 1070 then opens thehistory table 128 (FIG. 2) in the master database 118 at a state 1304and identifies the first row in the history table 128 at a state 1310.

[0292] The process 1070 then moves to a state 1312 and reads the suspendidentifier from the selected row. A determination is then made at adecision state 1316 whether the suspended identifiers from the detectedevent and the suspend identifier in the row are the same. If theidentifiers are the same, the process 1070 recalculates the “when” datein the row in order to remove the time from the conditional that theevent was suspended. The state 1318 allows the system to suspend adebtor's account for a period of time and then resume the account,preferably with all of the dates and times for the debtor beingcalculated as if the account had never been suspended at all. Thus, ifthe debtor had a due date in 14 days when the account was suspended, thesystem would grant the debtor 14 days from the time that the account wasresumed.

[0293] The process 1070 then moves to state 1320 wherein the rowselected in the history table is moved back to the master table. Theprocess 1070 then moves to a decision state 1322 to determine whethermore rows exist in the history table to be analyzed. If no more rowsexist, the process 1070 terminates at an end state 1326.

[0294] It should be noted that if more rows do exist at the decisionstate 1322, the process 1070 moves to a state 1330, wherein a pointer ismoved to the next row in the history table and the process continues toread the suspend identifier at the state 1312.

[0295] B. Fileback Process

[0296] One aspect of the present invention is a method for temporarilymoving debtor accounts from the Desk Bins to the Central Files bins, tobe automatically returned to the Desk Bins. As discussed previously, thepresent debt collection system is designed to give the collector somecontrol over the management of their debtor accounts. However, somecontrols are desirable to ensure that accounts are not completelyneglected, possibly resulting in liability and at the very least reducedproductivity for the collection agency. The Fileback process is onemechanism that is used to move accounts from the active Desk Bins backto Central Files 430 n and 430 o (FIG. 5) so that the collector can“clear his desk” for temporarily inactive or non-urgent files withoutcompletely neglecting those accounts. Moreover, the model is comfortablyreminiscent of physical file management.

[0297] The purpose of the Fileback process is to move accounts at theend of the day from the Desk Bins 430 a-430 m (FIG. 5) to the“Contacted” and “Never Contacted” bins 430 n, 430 o of Central Fileswith a due date for follow-up. The follow-up due date is then storedwith every account in the Central Files. The Fileback process can beprogrammed to automatically set the due date of accounts moved intocentral files for 1, 2, 3, 4, 5, 6, 7 or more days from current date.Alternatively, an algorithm can be programmed that randomly orpseudo-randomly assigns a follow-up date to each record as it is beingreturned to the Central Files. Preferably, the collector sets the duedate for filing the account back to Today's Work bin.

[0298] The next time the collector logs into the computer anotherprocess reads the follow-up due date stored in the accounts in theCentral Files moves the accounts with the due date of the current dateinto the “Today's Work” bin.

[0299]FIG. 28 is one example of a Fileback process 1400. The process1400 begins at a start state 1402 and then moves to a state 1404 whereinan active Desk Bin 430 a-430 m (typically “Today's Work” bin, asillustrated) is opened. At this point the collector indicates theaccount(s) to be returned to Central Files for filing back to Today'sWork bin, such by selecting accounts and hitting a function keydesignating the Fileback process (typically at an open bin stage such asFIG. 8).

[0300] The process 1400 then moves to a state 1408, wherein the firstselected record in the Today's Work bin is read. Preferably, thecollector assigns a due date to the first record at a state 1410. Thedue date can be any date that is predetermined by the manager orcollector.

[0301] Once the due date is assigned at the state 1410, the process 1400moves to a decision state 1412 to determine if the current record is fora debtor that has been contacted by the collector. This determinationcan be made, for example, by analyzing the transaction history for anymention of a contact (telephone call, letter, etc.) with the debtor. Ifa debtor has been contacted, the process 1400 moves to state 1416,wherein the debtor identification number and due date is associated withthe Contacted bin 430 o.

[0302] A decision is then made at decision state 1418 whether or notthere are more selected records from the Desk Bin to be analyzed. If nomore records have been selected for Fileback at the decision state 1418,the process 1400 terminates at an end state 1420.

[0303] If a determination had been made at the decision state 1412 thatthe chosen record had not yet been contacted by the collector, theprocess 1400 moves to a state 1422 wherein the currently selecteddebtor's account is associated with the Never Contacted bin 430 n ofCentral Files. In addition, if there were more records to be analyzed atthe decision state 1418, the process 1400 moves to a state 1424, whereinthe next record in the Today's Work bin is analyzed. The process 1400then returns to the state 1410 wherein a due date is assigned to therecord.

[0304] In practice, a collector selects a plurality of accounts to sendto Central Files for Fileback, and movement to the Central Files binstakes place at the end of the day. Until then, the collector continuesto have the option of working the account through the Desk Bin in whichit currently is stored.

[0305] C. Scatter Back Process

[0306] The purpose of the Scatter Back process is to temporarily moveaccounts at from the Desk Bins 430 a-430 m (FIG. 5) to the “Contacted”and “Never Contacted” Central Files bins 430 n, 430 o with a random duedate for returning the account back to the Today's Work bin. Thus, ifthe collector is not likely to work a particular account in his Today'sWork bin for many days, and there is no urgency to address that account,the collect can move those accounts to Central Files for a random periodof time, within preset limits. When multiple accounts are sent toCentral Files using the Scatter Back feature, the system distributes thereturn of those accounts to Today's Work bin over several days in orderto even out the work flow for the collector.

[0307] The Scatter Back process can be programmed to automaticallydistribute the accounts over a set period of days. For example, duedates of accounts moved into central files can be distributed over 2, 3,4, 5, 6, 7 or more days. Of course, the Scatter Back process canrandomly select a due date within any set length of time, withoutdeparting from the spirit of the invention. In the illustratedembodiment, the files are distributed over 21 days. Thus, if a collectorselects 42 files for Scatter Back, the collector will see two new filesin his/her Today's Work bin every day for the next 21 days.

[0308]FIG. 29 is one example of a Scatter Back process 1500. The process1500 begins at a start state 1502 and then moves to a state 1504 whereinthe Desk Bins are opened. At this point, the collect can select one ormore accounts to be sent to Central Files and “scattered back” toToday's Work bin over time. By the end of the day, the collector willlikely have selected several accounts for Scatter Back, and these arecued up in random order when the start state 1502 begins, either at ascheduled after-hours time each day, or when the collector logs off.

[0309] The process 1500 then moves to a state 1508 wherein the firstselected record is read. A counter “N” is then set to 1 at a state 1510.The process then moves to a state 1512 wherein the due date is set tothe current date plus N days.

[0310] Once the first record has been assigned a due date, at the state1510, the process 1500 moves to a decision state 1512 to determine ifthe current record is for a debtor that has been contacted by thecollector. This determination can be made by analyzing the transactionhistory for any mention of a contact (telephone call, letter, etc.) withthe debtor. If a debtor has been contacted, the process 1500 moves tostate 1516, wherein the debtor identification number and due date isassociated with the Contacted bin 430 o. If a determination had beenmade at the decision state 1512 that the chosen record had not yet beencontacted by the collector, the process 1500 moves to a state 1519,wherein the currently selected debtor's account is associated with theNever Contacted bin 430 n of Central Files.

[0311] A decision is then made at decision state 1518 whether or notthere are more records selected for Scatter Back. If no more recordshave been selected at the decision state 1518, the process 1500terminates at an end state 1520.

[0312] If more records are available to be analyzed at the decisionstate 1518, the process 1500 moves to a state 1521 wherein the nextrecord in the Today's Work bin is retrieved. The process then moves to astate 1523 wherein N is set to N+1. The process 1500 then moves to astate 1524 where, in the illustrated embodiment, if N=max days, then Nis reset to 1. If N is less than the maximum number of days, then N isset to N+1. Thus, the process scatters due dates over a specifiedperiod. In one example, the maximum period is 21 days. Once the correctvalue of N is calculated at state 1524, the process returns to the state1512 to set the due date to the current date plus N days. In thismanner, the due dates of the debtor's accounts that are sent back to“central files” are divided over a specified maximum period. Of course,it should be realized that the calculation made at state 1524 could bemodified to reset N to be “1” after every 5, 7, 10, 14, 15, 21 or 28days, or any other chosen cycle length, in order to scatter the debtoraccounts over a desired period of time.

[0313] D. Workflow Management

[0314] While particularly advantageous in a contact management context,the combination of automation and flexibility of the illustratedsoftware enables use in more general workflow management contexts. Oneexample of using the debt collection system as a workflow managementtool is illustrated below.

[0315] When a new account is brought into the debt collection business,a manager first reviews the account and assigns a collectability ratingto the debtor's account. Alternatively, the rating can be automaticallycalculated from a variety of information in the master database 118(FIGS. 1 and 2). This rating is used to give the collector an idea ofhow many resources are available to the debtor to pay the debt. Themanager then assigns the account to the collector by associating thatcollector's ID number with the debtor in the accounts bin table.

[0316] Once the collector's ID number is associated with the new debtoraccount, the New Business bin 430f becomes updated on the collector'sdesktop to indicate that a new account has been added. The collector hasthe flexibility to select any account in any bin to work on. However, ifthe new account carries a large balance and is rated as “Very Good” forcollectability, the collector will likely want to contact this debtorbefore other lower rated accounts. Moreover, the collector is aware thatof the debtor account's status due to its placement in the New Businessbin 430f. Similarly, the collector would be aware that an account in thePromise to Pay bin 430d has not only been found and contacted, but hasalso agreed to begin a payment plan of some sort. Knowing his or her ownpreferences, strengths and weaknesses, the collector can decide thesequence in which he or she works to optimize productivity.

[0317] Returning the debt collection example, when the collectorcontacts the debtor, the debtor might dispute the debt by stating thathe never signed any loan documents. The collector can then make a menuchoice from the main menu that generates a “DISPUTE” event. This eventwill cause a customer service representative's ID number to beassociated with a copy of the debtor's account. In addition, thedebtor's account is moved from the “Today's Work” bin on the collector'sdisplay to a “Delay in Collections” bin. Thus, the next time thecustomer service representative goes to her “Today's Work” bin, it willinclude the debtor with the dispute.

[0318] The customer service representative can order copies of the loandocuments, which then places the debtor's account in a suspend modeuntil the documents are received. Once the loan documents are received,the customer service representative can scan them in through the mediamodule. This generates a MEDIA RECEIVED event that removes the customerservice representative's name from the debtor's account and changes theoriginal collector's display to move the account from the “Delay inCollection” bin to the “Today's Work” bin.

[0319] Thus, the next time the collector logs into the system, thedebtor's account will again appear in his Today's Work bin. Thecollector can review the account, and see from the scanned document thatthe debtor did indeed sign the loan documents. The collector can thencontact the debtor and discuss the scanned documents while the documentsare displayed on the collector's screen.

[0320] This system of bins and bin movements allows a debt collectioncompany to manage workflow between several departments, such ascollections and customer service. This provides a tremendous advantageover prior, more limited debt collection systems.

[0321] More generally speaking, a plurality of tasks (contacting aplurality of debtors) are each assigned a value (ranking), based uponwhich a worker (collector) can manage the sequence and number of taskshe addresses each day. In addition to the ranking, the collector isaware at a glance of the number of tasks (accounts to contact) in eachof several categories, and the categorization aids productivity byvisually informing the collector's selection. Moreover, the systemadvantageously facilitates specialized task distribution for differentindividuals or groups to tackle different tasks (contact, skiptracing,documentation of disputes, etc.) associated with the same item(account). Note that the workflow management aspect of the invention isnot limited to users making contact with customers or debtors, but israther more broadly applicable to managing any multi-person, multi-taskeffort.

[0322] E. Contractual Obligations

[0323] As discussed above, an important aspect of the debt collectionsystem is the contract compliance aspect of the scheduler. As can beappreciated, each account that is brought into a debt collectionbusiness is normally controlled by contractual obligations with the debtcollection business' client. Similarly, loans involving governmentcreditors trigger legal obligations, such as Federal Due Diligencerequirements imposed on the collection of federal student loans.Additionally, all collectors are governed by the Fair Debt CollectionsPractices Act (FDCPA).

[0324] The scheduler module of the present invention can beadvantageously programmed with such obligations, so that if thecollector does not meet certain requirements, the system willautomatically set an alarm or perform a function. While known softwaresystems for collection agencies would address these requirements byforcing rigid schedules upon collectors, the present system providesflexibility for the collector to operate efficiently accordingly to hisor her own preferences, strengths and weaknesses, while providing safetysystems to prevent failure to meet contractual obligations.

[0325] For example, if the debt collection agency has an obligationthrough its contract with ACME to contact the debtor at least once amonth, the scheduler program can be modified to check for thiscondition, and perform an action if the condition is not met. In onescenario, the scheduler module can be programmed to search thetransaction history file of each debtor that owes money to ACME. If thelast contact with the debtor was more than 25 days ago, the schedulercan set an alarm to remind the collector that a contact needs to bemade.

[0326] If the scheduler determines that last contact with the debtor was28 days ago, it reprioritizes by moving the account to a different bin.Preferably, the safety controls “enforce” contractual and other legalobligations by providing more information, rather than forcing actionsby the collector. Most preferably, reports generated by and alarmmessages provided to managers operate as the controls to ensureobligations are met. Such automated backups provide the managers debtcollection business with a flexible, yet controlled system forcollecting debt and complying with contractual obligations.

[0327] F. Scrolling Bins

[0328]FIG. 30 provides an illustration of an embodiment of a database2010 linked to a bin “belt” control 2115. The bin belt control 2115 islinked to the database 2010 that stores information to be displayed to auser. Also connected to the belt control 2115 is a display 2030. Thedatabase 2010 provides data to the belt control 2115 that is eventuallydisplayed within a plurality of windows 2230 a-2230 c on the display2030.

[0329] The belt control 2115 can be conceptually described as a circular(belt) pattern of bins 2240 a-2240 l. Each of the bins 2240 a-l holdsinformation from the database 2010 that can be displayed in one of thewindows 2230 a-2230 c. For example, as shown in FIG. 30, three bins 2240a-2240 c are displayed in the three windows 2230 a-2230 c, respectively.However, if a user presses one of the arrow keys, the data beingdisplayed in windows 2230 a-2230 c will change.

[0330] For example, if the user presses the right arrow key, all of thedata being displayed will shift one bin to the right. Thus, theinformation from bin 2240 b will be displayed in window 2230a;information from belt item 2240 c will be presented in window 2230 b;and the information in belt item 2240 d is then shown in window 2230 c.If the user keeps pressing the right arrow key, the data displayed inthe windows 2230 a-2230 c will change to display triplets of data fieldsas they move around the circular belt pattern 2115.

[0331] This invention may be embodied in other specific forms withoutdeparting from the essential characteristics as described herein. Theembodiments described above are to be considered in all respects asillustrative only and not restrictive in any manner. The scope of theinvention is indicated by the following claims rather than by theforegoing description.

What is claimed is:
 1. A system for managing a plurality tasks to becompleted by a user, comprising: a computer comprising a processor, amemory and a display; a first module configured to output a graphicaluser interface to said display, wherein said graphical user interfacecomprises graphical representations of desktop bins and wherein saiddesktop bins represent differing tasks to be performed by the user; asecond module configured to determine whether a computer event has beentriggered in said system, and responsive to said event being triggered,associating a task from a first desktop bin to a second desktop bin; anda third module configured to update said graphical representations ofdesktop bins to indicate that said task is associated with said seconddesktop bin.
 2. The system of claim 1, wherein said tasks relate tocollecting debts from debtors.
 3. The system of claim 1, wherein saidcomputer event is triggered by the user pressing a function key on acomputer keyboard.
 4. The system of claim 1, wherein said computer eventis triggered in response to a selection being made from a menu.
 5. Thesystem of claim 1, wherein said computer event is automaticallygenerated in response to a condition being satisfied.
 6. The system ofclaim 5, wherein said condition is selected from the group consistingof: a date condition, a time condition, a flag set condition and a dataentry found condition.
 7. The system of claim 1, wherein the graphicalrepresentations are in the shape of rectangles.
 8. The system of claim1, wherein said first module comprises instructions stored in saidmemory.
 9. The system of claim 8, wherein said second module comprisesinstructions stored in said memory.
 10. The system of claim 9, whereinsaid third module comprises instructions stored in said memory.
 11. Acomputer system for managing a plurality tasks to be completed by auser, said system comprising: a computer comprising a processor, amemory and a display; means for displaying a graphical user interfacewithin said display, wherein said graphical user interface comprisesgraphical representations of desktop bins and wherein said desktop binsrepresent differing tasks to be performed by the user; means fordetecting whether a computer event has occurred and responsive to saidevent occurring, associating a task from a first desktop bin to a seconddesktop bin; and means for updating said graphical representations ofdesktops bins to indicate that said task is associated with said seconddesktop bin.
 12. The system of claim 11, wherein said tasks relate tocollecting debts from debtors.
 13. The system of claim 11, wherein saidcomputer event is triggered by the user pressing a function key on acomputer keyboard.
 14. The system of claim 11, wherein said computerevent is triggered in response to a selection being made from a menu.15. The system of claim 11, wherein said computer event is automaticallygenerated in response to a condition being satisfied.
 16. The system ofclaim 15, wherein said condition is selected from the group consistingof: a date condition, a time condition, a flag set condition and a dataentry found condition.
 17. The system of claim 11, wherein the graphicalrepresentations are in the shape of rectangles.
 18. The system of claim11, wherein said means for displaying comprises instructions stored insaid memory.
 19. The system of claim 18, wherein said means fordetecting comprises instructions stored in said memory.
 20. The systemof claim 19, wherein said means for updating comprises instructionsstored in said memory.
 21. A method performed in a computer for managinga plurality of tasks for a user, said method comprising the steps of:displaying a graphical user interface within said display, wherein saidgraphical user interface comprises graphical representations of desktopbins and wherein said desktop bins represent differing tasks to beperformed by the user; detecting whether a computer event has occurredand responsive to said event occurring, associating a task from a firstdesktop bin to a second desktop bin; and updating said graphicalrepresentations of desktops bins to indicate that said task isassociated with said second desktop bin.
 22. The method of claim 21,wherein said tasks relate to collecting debts from debtors.
 23. Themethod of claim 21, wherein said computer event is triggered by the userpressing a function key on a computer keyboard.
 24. The method of claim21, wherein said computer event is triggered in response to a selectionbeing made from a menu.
 25. The method of claim 21, wherein saidcomputer event is automatically generated in response to a conditionbeing satisfied.
 26. The method of claim 25, wherein said condition isselected from the group consisting of: a date condition, a timecondition, a flag set condition and a data entry found condition. 27.The method of claim 21, wherein the graphical representations are in theshape of rectangles.